Customer Service Specialist

Location: Witfield, Gauteng, South Africa (1462)
Position Type: Professional
Reporting To: Customer Service Centre Manager
Closing Date: 28 August 2025

Purpose of the Role:

To manage the inbound and outbound flow of goods from the Regional Distribution Centre (RDC), including activities at the central warehouse and coordination with all related service providers. This role is vital in ensuring a seamless interface between the RDC, business areas (BA’s), dealers, and central warehouses — especially for urgently required parts.

Key Responsibilities:

Act as the first point of contact for dealer queries via phone, email, and Argus
Maintain strong dealer relations and resolve issues professionally and promptly
Handle and resolve supplier/dealer discrepancies (e.g., credit notes, order delays)
Monitor inbound lead times and work with Customs & Freight Controller on ETAs
Manage VOR (Vehicle Off Road) orders and Class 1 and 2 back orders
Follow up on orders, collections, deliveries, and transport-related issues
Ensure orders are placed in time to meet central warehouse deadlines
Evaluate and report on service provider performance
Process special orders and unique parts requirements
Handle returns, buybacks, core returns, and cab order processing
Analyze dealer survey results and improve customer service delivery
Apply Volvo Performance System (VPS) methodology for continuous improvement
Support cost management of inbound and outbound logistics
Perform backup duties to ensure smooth daily operations

Required Qualifications & Experience:

Matric / Grade 12
2–5 years’ experience in the commercial vehicle industry

Skills & Knowledge:

Strong administrative and time management skills
Computer proficiency, including systems like Argus, POL, IMS/Mainframe, VF05, SOI
Effective communication (written and verbal)
Attention to detail and problem-solving ability
Ability to plan, organize, and follow procedures
Strong customer service orientation
Experience in negotiation and cross-functional coordination

Key Competencies:

Relating and networking
Delivering results and meeting customer expectations
Deciding and initiating action
Planning and organizing
Following instructions and procedures

Additional Information:

Final candidates will undergo reference, credit, criminal, and qualification checks
Volvo Group Southern Africa is an equal opportunity employer and supports affirmative action and applications from people with disabilities

CLICK HERE TO APPLY

Customer Service Specialist