Key Responsibilities

• Manage inbound customer queries via telephone and ticketing system.
• Investigate shipment records, customs data, and transaction history to identify discrepancies.
• Recreate scenarios internally to diagnose bugs, data issues, or workflow failures.
• Escalate complex issues with developer‑ready documentation.
• Test new features and fixes prior to release and provide structured feedback.
• Deliver remote guidance or training on customs and forwarding workflows.
• Identify recurring issues and contribute to process improvements.

Skills & Competencies

• Strong understanding of freight forwarding and logistics operations end‑to‑end.
• Experience with customs formalities, tariff logic, HS codes, Incoterms, and SARS processes.
• Knowledge of shipment workflows, operational documentation, and EDI processes.
• Understanding of data flows between TMS, ERP, accounting, and carrier systems.

• Breaks complex problems into simple parts.
• Separates signal from noise quickly.
• Recognises patterns across recurring issues and domains.
• Challenges assumptions and applies first‑principles reasoning.
• Hypothesis‑driven: tests, validates, iterates.
• Finds root cause, not just symptoms.
• Decides effectively despite ambiguity.

• Articulates complex scenarios clearly and concisely.
• Bridges operations teams and developers with precise documentation.
• Maintains professional, considerate tone while being concise.
• Identifies nuances and subtleties that may cause confusion.
• Provides clear written and verbal guidance to customers and stakeholders.

• Intellectually curious, proactive, and low ego.
• Learns from failure without paralysis.
• Works autonomously before escalating.
• Prioritises by shipment risk and operational impact.
• Identifies risks before they escalate into crises.
• Manages multiple concurrent support tickets with accuracy.
• Continuously expands knowledge of logistics systems and customs processes.

Minimum Requirements

• Grade 12 (Senior Certificate).
• 3+ years of operational experience in freight forwarding or customs clearing.
• Strong understanding of import/export documentation and customs compliance.
• Candidates need to be fluent in English and Afrikaans.
• Demonstrated ability to analyse operational transactions and identify process/data issues.
• Strong written and verbal communication skills.
• Ability to work on‑site in Isando, Kempton Park.
• Own reliable transport.
• Professional work ethic and reliability.

Advantageous Experience

• Previous experience with logistics management or customs software.
• Exposure to customs declaration systems and SARS processes.
• Experience supporting or working with ERP or enterprise operational systems.
• Knowledge of shipment costing, invoicing, and operational accounting processes.