Customer Service Coordinator - 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.

• 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.

• 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.

• 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.

• 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.

• 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…