Customer Liaison Coordinator

6 days ago

Midrand, South Africa The Foschini Group Full time

**Job ID**:15561**Position Type**:Full-Time**Job Function**:Distribution / Logistics / Supply Chain**Workplace Type**:Distribution Center**Division**:TFG Logistics**Province**:Gauteng**Location**:Johannesburg North**Suburb**:Midrand (Midrand)Position Description:
TFG Logistics is looking to hire a **Customer Liaison Coordinator **to join our **Midrand Distribution Centre** to support and coordinate customer service and operational related activities in the Distribution Centre.

This role will work closely in collaboration with our Delivery Services, Quality Control and DC Operational teams to ensure customer satisfaction during the delivery fulfilment process in an extremely high-pressure, time-sensitive and fast-paced environment.

**Key responsibilities**:

- Lead a team of Customer Liaison Agents to ensure that customer deliveries are timeously coordinated and fulfilled in line with set targets
- Work closely and maintain professional relationships with internal DC stakeholders, as well as stores and the business, to ensure customer delivery schedules are adhered to and fulfilled
- Ensure that customer queries and escalations are resolved within set targets to ensure world class customer experience
- Monitor and analyse in-house Reputation Management System data to report on key trends and other data that will assist with reducing customer queries and complaints, in order to increase customer satisfaction

**Requirements**:

- A completed Matric Qualification (essential); a relevant Tertiary Qualification will be advantageous
- 3 - 5 years relevant customer service experience, coupled with a strong customer service orientation - you are committed to and enjoy providing exceptional service to internal and external customers
- Previous experience leading a team, which include performance management against set targets and SLAs
- Excellent written and verbal communication skills and able to influence at various levels to achieve results
- Able to work well under pressure, multi-task and have a strong sense of urgency
- Excellent analytical and problem solving skills
- High attention to detail
- Flexibility and able to adapt well into a dynamic and fast-paced environment
- High energy and motivation - you are a self-starter and go-getter with a willingness to do anything to make it happen
- Working knowledge of MS Office, with a strong MS Excel capability, as well as MS Outlook
- Previous experience with a call management system is advantageous

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