Customer Support Coordinator

Are you a highly organised customer service professional with a passion for delivering exceptional support and building lasting client relationships? An exciting opportunity exists for a dynamic Customer Support Coordinator to join a leading engineering-focused organisation and play a key role in ensuring outstanding customer satisfaction and operational excellence.

This position is ideal for an individual who thrives in a fast-paced environment, enjoys working with customers, and has strong administrative, reporting, and coordination skills.

Key Responsibilities

• Act as a primary point of contact for customer enquiries, ensuring prompt and professional responses.
• Build and maintain strong customer relationships through regular engagement and follow-up.
• Manage customer complaints and issue resolution processes, ensuring corrective actions are implemented timeously.
• Provide after-sales support and ensure customer commitments are fulfilled.
• Maintain accurate issue registers and customer communication records.

• Prepare accurate quotations and ensure timely turnaround of customer requests.
• Process sales orders efficiently and accurately within ERP systems.
• Coordinate invoicing activities and resolve any discrepancies.
• Monitor order progress and provide customers with regular status updates.

• Compile and submit KPI reports, dashboards, and operational reports.
• Support forecasting and planning activities through accurate data analysis and reporting.
• Maintain ERP system data and ensure information is updated accurately and timeously.
• Assist with supply reviews and backlog management reporting.

• Manage SLA documentation and contract administration.
• Process customer price escalations in accordance with approved guidelines.
• Maintain customer price lists and item classifications.
• Ensure accurate filing, recordkeeping, POD management, and administrative support.

• Ensure compliance with ISO standards, company policies, and ERP system procedures.
• Develop and maintain strong product knowledge.
• Contribute to continuous improvement initiatives within the department.

Minimum Requirements

• Sales Diploma or equivalent qualification and/or relevant experience.
• Technical Diploma or qualification will be advantageous.

• Proven experience in internal sales, customer support, or customer service administration.
• Experience preparing quotations, processing sales orders, invoicing, and customer communications.
• Experience working with ERP systems and reporting tools.
• Exposure to forecasting, planning, KPI reporting, and SLA administration.
• Experience managing price escalations.
• Mining, manufacturing, engineering, or industrial sector experience will be advantageous.

• Exceptional customer service orientation.
• Strong communication and interpersonal skills.
• Advanced Microsoft Excel skills.
• ERP, CRM, and Microsoft Office proficiency.
• Strong reporting and analytical capabilities.
• Technical aptitude and understanding of engineering-related products.
• Excellent organisational and administrative skills.
• High attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines.
• Strong problem-solving abilities and adaptability.
• Self-motivated with the ability to work independently and collaboratively.

Why Apply?

This is an excellent opportunity to join a well-established organisation where customer excellence, teamwork, and continuous improvement are highly valued. Youll have the opportunity to make a meaningful impact while developing your career within a technically focused and customer-centric environment.