Duties & Responsibilities Customer & Sales Support Act as the primary point of contact for returns and product-related complaints. Liaise with customers and sales representatives regarding defective or damaged stock. Provide guidance on correct returns procedures and documentation requirements. Manage and own the SOP Process ( With internal recommendation for amendments) Handle end-user complaints in line with company procedures. Customer Complaints Handling Receive, log, and manage all customer complaints in a professional and timely manner Investigate complaints by liaising with internal departments (Sales, Warehouse, Quality, Finance) Communicate findings, resolutions, and outcomes to customers clearly and professionally Ensure complaints are documented, tracked, and closed off within agreed turnaround times Escalate recurring or high‑risk complaints where required Ensure all delivery rejections are properly documented and signed by both the customer and delivery driver. Logistics & Coordination Coordinate upliftment and collection of returned goods during scheduled deliveries. Ensure Drivers have a signed Return of Goods documentation at collection. Work closely with Distributers and transport teams to ensure efficient handling of returned stock. Supply Chain Transfer Process and manage returned stock from distributers Ensure all stock is accounted for ( Disposal and Internal SCT) Ensure disposed stock/ donated relevant audit documents is received. Claims Assessment & Processing Assess the validity of customer claims and supporting evidence. Ensure all claims include: Product descriptions Quantities affected Nature of defects or damages Clear photographic evidence Product lot numbers analysis and validity Approve valid claims and forward approved claims to the Accounts Department for processing. Issue signed Return of Goods forms to customers where applicable. Maintain audit‑ready documentation for all returns and credits Manage all customer product returns in line with company procedures Stakeholder Communication Provide clear feedback to internal stakeholders on complaint status and credit processing Communicate professionally with customers regarding progress and resolution Work closely with Sales, Finance, and Warehouse teams to resolve queries efficiently Desired Experience & Qualification Matric (essential) Relevant certificate or diploma in Finance, Accounting, Business Administration, or Supply Chain (advantageous) 2–4 years’ experience in: Customer complaints handling Credit notes or financial administration Returns processing Experience working on Syspro (essential)