Customer Service & Order Fulfilment Coordinator

1. Job Purpose

To own proactive customer communication and end-to-end order coordination by acting as the central link between customers, the sales team, production and dispatch. The role ensures customers receive accurate updates on what is coming to them and by when, while complaints and returns are coordinated to conclusion through the correct approvals.

2. Key Responsibilities

• Act as the main communication point for all customers on order status, delivery expectations, complaints and returns.

• Track all open customer orders from order receipt through production, dispatch and delivery.

• Follow up with production, planning, sales and dispatch until clear answers are available for customers.

• Coordinate complaints and returns, ensure investigation is completed, obtain approvals and communicate the conclusion to the customer and Sales Manager.

• Maintain accurate order tracking records and customer communication history in the agreed systems.

• Identify delayed or at-risk orders early and escalate issues before the customer has to chase.

3. Daily Operating Rhythm

• By 3:00 pm daily, production provides status updates for all production orders.

• The Coordinator reviews order status, checks dispatch readiness and confirms any delays or risks.

• Customers are updated proactively with clear information on what is coming, expected timing and any changes.

• Unresolved issues are escalated to the Sales & Dispatch Vice Captain with clear facts, not vague updates.

• Complaint progress is tracked until approval, closure and final customer communication are completed.

4. Required Skills & Working Style

Strong communicator | Process driven | Detail oriented | Assertive when following up internally | Customer focused | Strong administration skills | Comfortable using SAP, KOOPS, Excel, Outlook and Teams

5. Key Performance Indicators

KPI                                                      Target Behaviour

Customer response time                     Respond quickly with clear, accurate updates

Daily order update completion            All relevant customers updated after the daily production                                                               status review

Complaint closure time                      Track complaints until approval, resolution and feedback                                                                 are complete

Order tracking accuracy                     Maintain reliable order status records across systems

Escalation quality                               Escalate risks early with facts, owner and required decision

Why It Matters:

i) Customer Response time - Customers should not have to chase repeatedly

ii) Daily order update completion:- Proactive communication reduces complaints

iii) Complaint closure time:- Open issues damage trust

iv) Order tracking accuracy:- Bad data creates bad communication

v) Escalation quality:- Speed improves when problems are visible

6. Success Profile

The successful person will be calm under pressure, disciplined with follow up, accurate with information and confident enough to chase internal teams without creating conflict. The role succeeds when customers feel informed, sales receives fewer interruptions, and production or dispatch delays are communicated before they become complaints.