Job Description

Job Advert Summary

The Logistics Coordinator will play a key role in managing the flow of Optix hardware's after-sales lifecycle -- from coordinating installations and repairs to managing returns and replacements. This person will be responsible for maintaining communication with clients, scheduling logistics tasks, and ensuring flawless execution of service operations to support client satisfaction. Customer satisfaction and expectation management is key.

Minimum Requirements

Skills & Competencies

Excellent written and verbal communication in English and French Strong organizational and coordination capabilities Administrative proficiency (MS Office and ticketing systems) Problem-solving mindset, with the ability to escalate issues when needed Customer-service orientation, attentive to client needs Ability to work under pressure in a fast-paced, goal-driven environment Good business acumen and stakeholder management skills Goal Orientated and Results driven Attention to detail to meet and exceed client expectations Strong coordination skills, with the ability to manage multiple cases simultaneously. Strong and disciplined work ethic

Minimum Education & Experience

Grade 12 / N4 (Matric) or equivalent 3-5 years of experience in logistics, service coordination, or operations environments Experience in after-sales service or technical support logistics or coordination is highly desirable Fluency in both English and French (non-negotiable)

Duties & Responsibilities

Coordinate and schedule new, ad-hoc, de- / re-installations, and hardware repairs with clients. Perform comprehensive troubleshooting and diagnostic steps to resolve hardware faults before escalating and scheduling an onsite resource. Ensure successful execution on time sensitive cases for maximum client satisfaction. Ensure all logistics activities align with internal SLAs and quality standards. Liaise with the engineering team, field technicians, and clients to plan on-site work. Troubleshoot issues by guiding clients through preliminary diagnostics before dispatching a technician. Maintain accurate and up-to-date records of service requests, shipments, returns and warranty cases within SLA timelines. Book faulty hardware with the Engineering Department for repair and follow up to ensure timely return. Manage / coordinate repair stock: issue replacement hardware, track returns, and maintain accurate inventory records. Provide regular status updates and feedback to clients on their open tasks and projects. Handle client inquiries and complaints with a professional, customer-focused attitude. Ensure successful execution on time sensitive cases for maximum client satisfaction. Work closely with Customer Success Lead to identify process improvements in the after-sales service flow. * Perform ad-hoc administrative tasks to support the Client Success and Logistics teams