Job Description

Purpose of the Job

The Stock in Transit and Returns Specialist is responsible for managing and overseeing all activities related to stock movement between facilities, tracking goods in transit, and handling returns and collections efficiently. This role ensures accurate reporting, timely issue resolution, and effective communication with customers and internal teams. The specialist plays a critical part in maintaining supply chain integrity, improving customer satisfaction, and ensuring that all returned stock is correctly processed and reported.

Key Responsibilities

Operational

Act as the first point of contact for customer queries related to logistics, delivery schedules, and returns Follow up on all customer queries related to delivery dates, estimated times of arrival (ETAs), proof of delivery (PODs), misrouted parcels, missing shipments, and incorrect delivery details. Always acknowledge receipt of emails and provide a response time Send a daily email to the customer outlining Value & Customer Failures from the previous day Manage and resolve Logistics delivery issues, including returns and re-deliveries Extract, update, and send the Warehouse Order Tracking/WIP report daily, and follow up on exceptions. Monitor orders on the Freight Management Detail report for respective warehouse customers Ensure that orders for booking customers are picked, handed over, and dispatched on time by Logistics & Express branches If there is a volume increase and it has been agreed with the customer that certain orders are handed over late by the warehouse, amend the due dates to reflect the next available delivery date as per Logistics & Express lead times and delivery frequency Communicate all cancelled orders and those allocated for collection to the warehouse team promptly Handle customer complaints and queries professionally and ensure resolution is provided Coordinate and communicate daily same-day and priority deliveries, and update customers regularly on their progress Send the daily priority list to the Customer Service Supervisor by 4:00 pm Follow up daily on all overdue status codes with the relevant departments in Warehouse & Logistics until POD status is released Record relevant internal and external queries on the Customer Service Query Logging system daily Provide support to other customer accounts or Customer Service functions when required

Minimum Requirements

Grade 12 (Matric) Relevant diploma or certificate in logistics, supply chain, or customer service (preferred) 2-3 years of experience in a similar customer service/logistics support role Previous experience in the logistics or supply chain industry highly advantageous MS Office proficient

Skills Required

Customer Service Skills Logistics and Supply Chain Knowledge Data Entry and Management Problem Solving and Conflict Resolution Time Management Multitasking Ability Report Preparation
Job Type: Full-time

Work Location: In person