Customer Service Co-Ordinator - Analytics & Planning

To own the end-to-end customer service and order-to-cash experience for Red Bull South Africa's national customer base — 20,000+ orders annually to 600+ customer delivery locations, across 13 national warehouses — supporting further growth. The role acts as the specialist for planning collaboration, imports/exports, customs, and Point of Sale (POS) material management, bringing analytical, documentation and compliance expertise to the CSC function — driving automation and continuous process improvement, and turning operational data into insight that supports service levels, cost and business decision-making.

Forward / Reverse logistics and customer service execution

- Timeous order processing for finished goods to end customer.
- Manage and resolve escalated queries related to orders, deliveries, credits and returns.
- Daily interaction with the Demand & Supply Planner to ensure adequate stock cover per region.
- Daily review of outstanding/blocked orders, ensuring smooth delivery flow.
- Review all DP orders placed for the week: bookings confirmed, correct delivery addresses for internal customers, and orders allocated in full from the correct warehouses and plants.
- Key user for the Operations department on sales, distribution and material-management information throughput.
- Key point of contact between the 3PL service provider and customers (internal and external).
- Manage returns logistics with 3PL partners on approved uplifts and credits.
- Transportation management on the inbound and outbound platform, with daily interface review.

Control the OTI Cycle, Imports, Exports & Customs Support

- Ensure stock-cover visibility at SKU level per plant, with full visibility on all inbound GIT on FG.
- Create and update relevant customer master data for Finished Goods (SAP).
- Monitor and track consignments in-system, maintaining FG visibility for business units.
- Enforce group guidelines and SOPs at logistics partner, DP level and with internal customers.
- Accurate and timeous processing of documentation per customer-specific and legal requirements.
- Prepare and validate customs documentation for inbound and outbound shipments.
- Liaise with clearing agents to ensure accurate and timely clearance of shipments.
- Ensure compliance with all relevant import/export regulations and internal requirements.
- Monitor price discrepancies on orders and update records accordingly.
- Ensure compliance with relevant import/export regulations and internal requirements.

POS Management & Planning Collaboration

- Manage Point of Sale (POS) material placement and reconciliation across customers.
- Work closely with the planning team to align POS material requirements with sales and promotional activity.
- Ensure accurate stock visibility and reporting on POS material.

Quality Management

- Handle all product-damage claims arising from product movement — processing, reporting, claims management, credits and good-stock returns.
- Weekly tracking of stock age, highlighting risks.
- Ensure compliance with the Consumer Protection Act.
- Responsible for the monthly Operations quality report.
- Conduct stock takes in regional warehouses as required.

Responsibilities

Maintain reporting on order volumes, delivery performance, automation levels and logistics costs.; Drive automation initiatives across the order-to-cash cycle, monitoring the manual-vs-automated order share and identifying opportunities to reduce manual processing.; Partner with Operations functions to design and implement automated reporting and workflow improvements; Report and track all additional costs relating to customer service functions.; Report on all open orders and other reports impacting SAP.; Conduct and report on Finished Goods and POS stock reconciliations.; Analyze variances in stock counts, escalating risks and proposing corrective actions.; Provide insights on inefficiencies in customs and order workflows, recommending process improvements.

Requirements

A tertiary qualification in Supply Chain, Logistics, Business or a related field.; Strong computer literacy (MS Office essential), with the ability to effectively use digital and AI-enabled tools to improve reporting, automation and operational efficiency.; SAP ERP experience (order-to-cash / logistics modules) strongly preferred.; 3–5 years' experience in order management, logistics or customer service, with demonstrable specialist exposure.; Hands-on experience with import/export and customs documentation (strongly preferred).; Experience in a fast-paced FMCG environment is advantageous.; Proven track record handling high-volume customer orders and complex query resolution.; Excellent written and verbal communication and problem-solving ability.; Strong analytical skills — able to interpret data, identify inefficiencies and recommend process improvements.; High accuracy and attention to detail, particularly in compliance and customs documentation.; Customer-oriented, with strong stakeholder collaboration and relationship-building skills.; Knowledge of warehousing, distribution and customs processes.; Project management skills — able to lead process-improvement and automation initiatives.; Proficiency with digital and AI-enabled tools to drive reporting, automation and efficiency.; Ability to work independently and under pressure, managing multiple competing priorities.