Customer Service Representative: Imports

Access World is a global commodity warehousing and logistics business. We specialize in handling, storage, and processing of commodities including non ferrous and ferrous metals, ferroalloys, project cargo, oil & gas, and other agricultural products. We are an approved warehouse keeper of the London Metal Exchange, and we provide LME warehousing and associated services to traders, producers, financiers, and consumers of base metals. In addition, we provide physical warehouse and related logistics services for commodities such as cocoa beans, rubber, cotton, and other agricultural products. Access World also acts as collateral manager of ferroalloys, minor metals as well as oil and gas. Regions operate in semi autonomous offices with their corporate functions including commercial, finance, HR, legal, and operations.

Department: Clearing and Forwarding

Reports to: Customer Service Manager

Number of Vacancies: 2 (two)

Deliver accurate and timely client service support across logistics and freight operations to enhance client satisfaction, support operational efficiency, and maintain service standards aligned to Access World requirements.

• Process client orders, bookings, and service requests accurately and within required timelines.
• Capture and maintain client and transactional data to ensure operational accuracy.
• Liaise with internal teams (warehousing, transport, clearing) to support seamless service delivery.

• Respond promptly to client queries and requests to maintain high service standards.
• Provide accurate updates on order status, shipments, and service related matters.
• Proactively resolve client issues and escalates complex matters where necessary.

• Track shipments and monitor order progress to ensure delivery timelines are met.
• Validate documentation and system entries for accuracy and compliance.
• Manage booking amendments and changes to ensure service continuity.

• Prepare and verify shipping and operational documentation in line with requirements.
• Maintain accurate records to ensure audit readiness.
• Adhere to standard operating procedures and compliance standards.

• Monitor individual performance against service standards.
• Identify service gaps and improvement opportunities.
• Support process improvement initiatives to enhance efficiency and accuracy.

• Provide regular, accurate updates to clients and stakeholders.
• Compile service reports and support management reporting requirements.
• Escalate operational risks or delays proactively.

• Utilise logistics and client service systems to manage transactions effectively.
• Maintain data integrity across systems.
• Support invoicing inputs and reconciliation processes.

Matric (Grade 12) - NQF Level 4.

Certificate in Logistics, Supply Chain Management, Business Administration or related field (NQF Level 5).

• 3 years' experience in client service/administration within logistics, freight forwarding, or supply chain.
• 3 years' experience in order processing and shipment coordination.
• 2 years' experience handling client queries and resolving service issues.
• 2 years' experience working with MS Office.

• Exposure to warehousing, transport, or freight operations.
• Experience working with ERP systems and client service platforms.