Customer Success Associate

Our UK-based client is a fast-growing company operating within the construction and home-improvement sector, providing high-quality products and a seamless customer experience from order through to delivery. They are known for their fast-paced operations, strong customer focus, and commitment to excellence across sales support, logistics, and service delivery.

 

They are now looking for a Customer Success Associate to provide exceptional customer service and end-to-end sales support. In this role, you will manage customer orders, coordinate logistics, liaise with suppliers and internal teams, and ensure a smooth experience for every customer. You’ll be a key point of contact, supporting both customers and the dedicated sales team while representing the brand with professionalism and enthusiasm.

 

This is a remote position open to those living anywhere in South Africa.

 

Duties & Responsibilities

 

Answer incoming calls and manage reactive customer enquiries.

Make outbound calls to progress orders, place orders with suppliers, and liaise with third parties.

Coordinate deliveries, collections, and other logistics.

Support customers and the sales team with administrative tasks as needed.

Scale floor plans and assist with coordinating the design process when required.

Place orders with suppliers, check stock availability and lead times, and provide timely updates.

Raise purchase orders and sales orders, and assist with invoice reconciliation.

Create and distribute picking lists and related requests to the warehouse team.

Resolve pre-order and post-sale queries.

Ensure confirmations of orders within 2 hours.

Process returns within 1 hour.

Maintain excellent service standards, including:

Answering calls within 5 seconds

Responding to emails within 4 hours

Contribute to team objectives including:

OTIF (On Time In Full) target of 97%

NPS (Net Promoter Score) target of 50+

Keeping un-invoiced sales orders under 90 days

Skills, Experience & Requirements

 

Experience providing exceptional customer service (construction industry experience advantageous).

Personable, articulate, and professional with a can-do attitude.

Strong organisational and time-management skills.

Ability to prioritise effectively while working to tight deadlines in a fast-paced environment.

Excellent communication skills, both written and verbal.

Positive, proactive, punctual, and enthusiastic with a willingness to learn.

Strong numerical skills and commercial awareness.

Interpersonal skills and a collaborative team approach.

Proficiency in Microsoft Office (Excel, Outlook & Word).

Load Shedding

 

Applicants must be able to ensure they can maintain reliable internet and power during UK office hours.