Customer Care Specialist

As our new Customer Care Specialist, you will be the first point of contact for customers across Sub-Saharan Africa and selected global markets, ensuring every interaction delivers exceptional service. You'll handle accurate order processing, timely updates, and swift problem resolution to maintain high customer satisfaction and meet key performance targets. Your role also includes supporting account managers and the wider supply chain team while ensuring compliance with export regulations, IATA, and Dangerous Goods requirements.

You'll work closely with colleagues in Sales, Supply Chain, Production, Planning, Product Management, and Procurement to deliver a seamless customer experience. Alongside managing orders, you'll contribute to commercial activities linked to tolling and flowbin processes, while actively promoting our products and services to retain and grow the Scott Bader customer base.

Some of your key responsibilities:

• Act as the main point of contact for customers, delivering timely, professional and solution-focused communication from order to delivery.
• Accurately process and manage customer orders, oversee export documentation, and ensure full compliance with IATA, Dangerous Goods and other transport regulations.
• Coordinate with internal teams and 3PL partners to achieve strong on-time, in-full (OTIF) performance and proactively resolve any delivery or invoicing issues.
• Build strong relationships by keeping customers informed, handling complaints effectively, and driving continuous improvements in service and process efficiency.
• Monitor carrier performance, support freight rate negotiations, produce key reports, and maintain accurate records to support audits, KPIs and regulatory requirements.

What do I need to be successful in this role?

• Strong communicator with professional phone manner and confidence engaging people at all levels.
• Skilled in prioritising workloads, problem-solving, complaint handling and negotiation.
• Solid understanding of export procedures, transport regulations and documentation for hazardous and non-hazardous goods.
• PC-literate with good Microsoft Office skills and experience working in a fast-paced business environment.
• Proactive, accurate, and adaptable team player with a methodical approach and focus on quality.

What's in it for me?

• A competitive salary alongside being included in our company bonus scheme. Our Group Staff Bonus & Profit Performance Pay bonus schemes reinforce the Scott Bader principle of working together for a common goal and sharing in our successes.
• Membership of the non-contributory Scott Bader Provident Fund after 3 months (the company contributes 12% to your retirement and 3 % to all other insurances e.g., death, funeral cover, education, disability and dread disease). 
• Private medical insurance subsidised by the company, alongside free membership to our employee assistance programme. 
• 20 days annual leave entitlement. In addition, we offer Service Leave in your 5th year of employment and Long Service Leave after 10 years of employment – both can be sold back to the company if you choose not to take this as leave.
• We offer all our employees one full day per year to complete volunteering work of your choice which is fully paid. Alongside this, if you are thinking about fundraising for your favourite charity or local community event, we will happily match the funds that you have raised up to a maximum of R in any one year.
• Our Head Office is situated in Hammarsdale, KwaZulu-Natal, a rural industrialised area in the western environs of Durban. Situated in an area of 'sub-escarpment savanna', its vegetation type is regarded as endangered – KwaZulu-Natal Sandstone Sourveld. Scott Bader is partnering with the Municipality, and its neighbours to protect and preserve this special environment – within the site, and in the surrounding areas.

Who are Scott Bader?

Scott Bader is an employee-owned global manufacturer of advanced composites, structural adhesives and functional polymers. Established in 1921, we have a century of expertise in manufacturing high-quality, innovative products for a variety of markets around the world. Scott Bader now employs 800 people across 7 manufacturing sites and 18 offices worldwide. 

We are committed to expanding our global reach, with recent ventures including North America, India, Japan and Australia, while continuing to build on our reputation for innovation, outstanding quality and technical expertise.

Scott Bader is different to most other companies. Our business is based on the simple principle of maintaining a balance between our social purpose and business needs. In 1951 we became the first UK company to hold a Common Ownership Certificate when the Bader family handed over their shares to The Scott Bader Commonwealth Limited – in simple terms, this means that Scott Bader colleagues own and are responsible for the success and overall wellbeing of the company.

Diversity & Inclusion

Our aim is to create an environment that is welcoming to all people, and ensures we treat each other and customers with respect. We appreciate different and fresh ways of thinking, encouraging innovation where colleagues feel they can express their views freely, and create a working atmosphere in which everyone is able to deliver a high-quality service.