Operational & Sales Co-Ordinator

KEY RESULT AREAS (KRAs) and Key Tasks: Safety, Health & Wellbeing: Ensure compliance and promotion of all occupational health and safety policies and procedures to ensure the safety, health and wellbeing of all employees, visitors and customers

• Implement and follow safe work systems and ensure team members do the same

• Promote care for the safety and health of self and team members.

Business Conduct & Compliance: Ensure implementation and effective management of Grins Policies and Procedures. • Conduct yourself with the highest legal, moral and ethical standards

• Ensure all work practices meet company standards, relevant compliance obligations and relevant laws, including but not restricted to:

o Applicable laws relating to Occupational Health and Safety o Employment law o Privacy Act o Laws relating to the protection of the environment

• Promote a culture of best-practice governance and compliance among colleagues

• Attend all required training sessions and meetings

Order Processing and Fulfillment:

• Process and manage customer orders, ensuring accuracy and timely delivery.

• Collaborate with logistics and warehouse teams to monitor inventory levels and prevent stockouts.

• Work with International companies to initiate and follow through with orders and delivery

• Order fulfilment

• Liasing with 3PL re. delivery timings/bookings

• Liaise with customers re. OOS

Customer Relationship Management:

• Act as a liaison between the sales team and customers, addressing inquiries and providing necessary information.

• Build and maintain strong client relationships to enhance customer satisfaction and retention.

Sales Support:

• Follow up on leads and inquiries generated through marketing campaigns or website inquiries.

• Provide administrative support for sales activities, including documentation and record-keeping.

• Forward emails to appropriate team members as needed.

Logistics Management (3PL to Customer) Order Fulfilment Coordination

• Ensure timely and accurate release of customer orders from the 3PL warehouse.

• Monitor order picking, packing, and dispatch processes to meet customer expectations and service levels.

Carrier Management

• Coordinate with freight carriers and couriers to schedule deliveries and optimise routes.

• Ensure carriers meet agreed delivery timelines and service standards.

Inventory Accuracy

• Maintain real-time visibility of inventory levels at the 3PL to prevent stockouts or overstocking.

• Reconcile inventory discrepancies between internal systems and 3PL reports.

Customer Communication

• Provide proactive updates to customers on order status, tracking information, and delivery timelines.

• Manage customer inquiries and resolve delivery issues such as delays, damages, or incorrect shipments.

Performance Monitoring

• Track key logistics KPIs such as on-time delivery rate, order accuracy, and customer satisfaction.

• Conduct regular performance reviews with the 3PL to ensure continuous improvement.

Returns and Reverse Logistics

• Oversee the returns process, ensuring returned goods are processed efficiently and in line with company policies.

• Coordinate with the 3PL to manage restocking or disposal of returned items.

Compliance and Documentation

• Ensure all shipments comply with customer requirements, legal regulations, and documentation standards.

• Maintain accurate records of shipments, delivery confirmations, and customer communications.

Stock Complaints, Issue Resolution & DIFOT Management Stock Complaint Handling

• Receive, log, and investigate all stock-related complaints from customers (e.g., damaged goods, incorrect items, short deliveries).

• Coordinate with the 3PL, warehouse, and internal teams to identify root causes and implement corrective actions.

• Communicate resolutions clearly and promptly to customers, ensuring a positive service experience.

DIFOT Monitoring and Reporting

• Track and analyse DIFOT performance metrics regularly to assess delivery reliability and fulfilment accuracy.

• Identify trends or recurring issues affecting DIFOT and work with relevant teams to address them.

• Prepare and share DIFOT reports with internal stakeholders and customers as required.

Customer Communication & Relationship Management

• Maintain proactive communication with customers regarding order status, delays, or issues.

• Build strong relationships with key customer contacts to foster trust and transparency.

Internal Coordination

• Work closely with Sales, Customer Service, and Operations teams to ensure alignment on customer expectations and service delivery.

• Escalate critical issues internally and drive resolution through cross-functional collaboration.

Documentation & Compliance

• Maintain accurate records of all complaints, investigations, and resolutions for audit and reporting purposes.

• Ensure all processes comply with company policies and customer agreements.

GS1 Issuing and Verification • Generate and assign GS1-compliant barcodes (GTINs) for all new products in accordance with global standards

• Maintain an accurate and up-to-date GS1 registry, ensuring all product data is correctly linked to its respective GTIN.

• Generate and assign GS1-compliant barcodes (GTINs) for all new products in accordance with global standards.

• Maintain an accurate and up-to-date GS1 registry, ensuring all product data is correctly linked to its respective GTIN.

Administrative Support:

• Provide general administrative support to the sales and financial team including scheduling meetings, preparing documents, and handling correspondence.

Data Management:

• Onboard new customers and ensure accurate entry of customer information into systems.

• Maintain and update all price lists.

Contract and Lead Management and Administration

• Manage end-to-end contract administration, including drafting, reviewing, and maintaining agreements with customers and suppliers, ensuring compliance with legal and company requirements, and supporting procurement and tender processes.