Customer Service Administrator

Purpose of the Role

The purpose of this role is to manage customer inquiries and order processing within the construction and building sector. The Customer Service Administrator ensures that all customer orders are accurately captured, processed, and delivered within agreed timelines and in accordance with company procedures. The role supports sales growth, customer satisfaction, and effective coordination between departments to ensure seamless service delivery.

 

Key Performance Areas (Including but not limited to):

1. Customer Service & Relationship Management

• Respond promptly and professionally to customer inquiries, providing accurate information on products and services.
• Educate customers on product features, benefits, and suitable applications.
• Handle customer complaints, returns, and queries efficiently to ensure satisfactory resolution.
• Build strong customer relationships to enhance brand loyalty and customer satisfaction.
• Assist new customers with credit application processes in collaboration with the Finance Department.

 

2. Order Processing & Administration

 

• Accurately capture and process customer orders in line with company procedures and agreed timelines.
• Ensure customer orders are dispatched in accordance with agreed terms and conditions.
• Process invoices in conjunction with confirmed delivery documentation.
• Conduct fortnightly reviews and clean-up of open sales orders to ensure reporting accuracy for Sales and Finance.

 

3. Production & Operations Coordination

• Obtain delivery date confirmations from Production while maintaining awareness of production capacity.
• Liaise with the Converting Department regarding lead times and available capacity.
• Coordinate with Warehousing and Logistics regarding deliveries, stock availability, transportation arrangements, and relevant documentation.
• Communicate with drivers regarding dispatched orders and coordinate milk run schedules where required.

 

4. Sales Support & Forecasting

• Provide administrative support to the Sales Team regarding customer inquiries and purchase orders.
• Capture and update sales forecasts based on input from Key Account Managers (KAMs), sales representatives, distributors, and partners.
• Support initiatives that promote interdepartmental collaboration and operational efficiency.

 

5. Point of Sale & Cash Handling

• Process speed point transactions accurately and efficiently.
• Attend to and process cash sales in line with company financial controls.

 

Qualifications & Experience

• Minimum of 5 years’ experience in a similar customer service or sales support role.
• A relevant tertiary qualification or certification will be advantageous.
• Experience within textiles, non-woven geosynthetics, construction materials, or related industries would be advantageous.
• Must be proficient in English and Afrikaans

 

Key Competencies

• Strong customer focus and relationship-building skills
• Team player with the ability to collaborate across departments
• Analytical thinking and problem-solving ability
• Solutions-driven mindset
• Strong planning and forecasting capability
• High attention to detail and administrative accuracy
• Effective communication skills