Customer Service Officer

We are seeking a proactive and organised Customer Service Officer to support logistics and delivery operations within the Supply Chain team. The role is responsible for coordinating daily deliveries between customers, drivers, dispatchers, and logistics personnel, ensuring efficient truck utilisation, timely deliveries, and excellent customer communication.The successful candidate will monitor vehicle movements, confirm customer readiness before dispatch, manage delivery exceptions, and support continuous improvement of logistics performance.Key ResponsibilitiesTruck Movement & GPS MonitoringMonitor daily truck movements through GPS tracking systemsTrack departures, arrivals, unloading activities, and truck returnsIdentify delayed, stationary, or route-deviating vehiclesFollow up with drivers regarding delays and operational issuesEscalate significant delays, breakdowns, or route issues to relevant stakeholdersTrip Turnaround Time ControlMonitor delivery trips against agreed turnaround timesMaintain records of delays and recurring issuesAnalyse delay trends and recommend corrective actions to improve fleet utilisationCustomer Delivery ConfirmationContact customers prior to dispatch to confirm delivery readinessVerify storage and silo capacity before releasing deliveriesConfirm delivery schedules and manage postponement requestsCommunicate customer requirements and restrictions to logistics teamsPrevent unnecessary dispatches to customers unable to receive deliveriesCustomer & Driver CoordinationServe as the primary coordination point between customers, drivers, dispatchers, and logistics teamsKeep customers informed of delivery schedules and significant delaysCommunicate customer instructions and delivery requirements to driversAssist in resolving delivery-related customer concernsDaily Logistics CoordinationSupport execution of daily dispatch and delivery plansCoordinate truck availability with delivery schedulesFollow up on delayed, postponed, and rescheduled deliveriesSupport optimisation of truck allocation and utilisationCoordinate with Operations, Sales, Maintenance, and third-party logistics providers regarding delivery issuesEnsure delivery documentation and trip records are maintained accuratelyException ManagementProactively identify issues affecting delivery performance, including vehicle breakdowns, unloading delays, storage limitations, and driver availabilityTake immediate action to minimise disruptionEscalate unresolved issues to the Logistics Supervisor or ManagerMaintain logs of exceptions, delays, and corrective actionsReporting & Performance MonitoringPrepare daily and weekly logistics reports covering: Planned versus completed deliveriesTruck turnaround timesDelayed deliveriesCustomer-related waiting and unloading delaysPostponed or cancelled deliveriesTruck utilisationOperational exceptionsIdentify recurring issues and provide data-driven recommendations for improvementRequirementsEducationDiploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field (preferred).ExperienceProven experience in customer service, logistics operations, logistics coordination, or a similar roleSkills & CompetenciesStrong coordination skillsGood organisational and problem-solving abilitiesKnowledge of logistics operations, transportation processes, and inventory management principlesGood customer service and stakeholder management skillsAbility to communicate effectively with customers, drivers, vendors, and internal teamsHigh attention to detail and accuracy in record-keepingAbility to manage priorities in a fast-paced operational environmentUnderstanding of health and safety practices within logistics and warehouse operationsProficiency in tracking, reporting, and monitoring operational performance