Customer Service Coordinator - Analytics & Planning

To own the end-to-end customer service and order-to-cash experience for Red Bull South Africa's national customer base - 20,000+ orders annually to 600+ customer delivery locations, across 13 national warehouses - supporting further growth. The role acts as the specialist for planning collaboration, imports/exports, customs, and Point of Sale (POS) material management, bringing analytical, documentation and compliance expertise to the CSC function - driving automation and continuous process improvement, and turning operational data into insight that supports service levels, cost and business decision-making.

Forward / Reverse logistics and customer service execution

• Timeous order processing for finished goods to end customer.
• Manage and resolve escalated queries related to orders, deliveries, credits and returns.
• Daily interaction with the Demand & Supply Planner to ensure adequate stock cover per region.
• Daily review of outstanding/blocked orders, ensuring smooth delivery flow.
• Review all DP orders placed for the week: bookings confirmed, correct delivery addresses for internal customers, and orders allocated in full from the correct warehouses and plants.
• Key user for the Operations department on sales, distribution and material-management information throughput.
• Key point of contact between the 3PL service provider and customers (internal and external).
• Manage returns logistics with 3PL partners on approved uplifts and credits.
• Transportation management on the inbound and outbound platform, with daily interface review.

Control the OTI Cycle, Imports, Exports & Customs Support

• Ensure stock-cover visibility at SKU level per plant, with full visibility on all inbound GIT on FG.
• Create and update relevant customer master data for Finished Goods (SAP).
• Monitor and track consignments in-system, maintaining FG visibility for business units.
• Enforce group guidelines and SOPs at logistics partner, DP level and with internal customers.
• Accurate and timeous processing of documentation per customer-specific and legal requirements.
• Prepare and validate customs documentation for inbound and outbound shipments.
• Liaise with clearing agents to ensure accurate and timely clearance of shipments.
• Ensure compliance with all relevant import/export regulations and internal requirements.
• Monitor price discrepancies on orders and update records accordingly.
• Ensure compliance with relevant import/export regulations and internal requirements.

POS Management & Planning Collaboration

• Manage Point of Sale (POS) material placement and reconciliation across customers.
• Work closely with the planning team to align POS material requirements with sales and promotional activity.
• Ensure accurate stock visibility and reporting on POS material.

Quality Management

• Handle all product-damage claims arising from product movement - processing, reporting, claims management, credits and good-stock returns.
• Weekly tracking of stock age, highlighting risks.
• Ensure compliance with the Consumer Protection Act.
• Responsible for the monthly Operations quality report.
• Conduct stock takes in regional warehouses as required.

ANALYTICAL & REPORTING RESPONSIBILITIES

• Maintain reporting on order volumes, delivery performance, automation levels and logistics costs.
• Drive automation initiatives across the order-to-cash cycle, monitoring the manual-vs-automated order share and identifying opportunities to reduce manual processing.
• Partner with Operations functions to design and implement automated reporting and workflow improvements
• Report and track all additional costs relating to customer service functions.
• Report on all open orders and other reports impacting SAP.
• Conduct and report on Finished Goods and POS stock reconciliations.
• Analyze variances in stock counts, escalating risks and proposing corrective actions.
• Provide insights on inefficiencies in customs and order workflows, recommending process improvements.

A tertiary qualification in Supply Chain, Logistics, Business or a related field.

Strong computer literacy (MS Office essential), with the ability to effectively use digital and AI-enabled tools to improve reporting, automation and operational efficiency.

SAP ERP experience (order-to-cash / logistics modules) strongly preferred.

3-5 years' experience in order management, logistics or customer service, with demonstrable specialist exposure.

Hands-on experience with import/export and customs documentation (strongly preferred).

Experience in a fast-paced FMCG environment is advantageous.

Proven track record handling high-volume customer orders and complex query resolution.

Excellent written and verbal communication and problem-solving ability.

Strong analytical skills - able to interpret data, identify inefficiencies and recommend process improvements.

High accuracy and attention to detail, particularly in compliance and customs documentation.

Customer-oriented, with strong stakeholder collaboration and relationship-building skills.

Knowledge of warehousing, distribution and customs processes.

Project management skills - able to lead process-improvement and automation initiatives.

Proficiency with digital and AI-enabled tools to drive reporting, automation and efficiency.

Ability to work independently and under pressure, managing multiple competing priorities.

This job description is not exhaustive of the potential duties that the successful applicant will be required to perform, and is provided solely to assist potential job applicants in determining their suitability for the role and to apply for the job. It is not an offer of employment and Red Bull is under no obligation to hire an applicant who submits an application.