Customer Service Specialist

Job Title: Customer Service Specialist

Grade: P08

Purpose of the Role:

The primary purpose of this role is to ensure the effective implementation, maintenance, and continuous improvement of company-specific management systems while delivering high-quality products and technical support to customers. The role focuses on maintaining product excellence, strengthening customer relationships, and providing expert guidance on glass bottle performance and quality. This role will report to Isanti Glass Sales Management.

Key Performance Areas

· Align individual performance and behaviours with Isanti Glass values, strategic pillars, and business objectives.

· Manage customer complaints on-site, ensuring accurate logging, investigation support, and timely feedback within defined turnaround times (TAT).

· Support the Quality Department with customer complaint investigations, root-cause analysis, and corrective action implementation.

· Conduct preliminary investigations to identify contributing factors that may assist in validating or invalidating customer complaints while supporting strategic business objectives.

· Develop and maintain a comprehensive understanding of the product range, manufacturing processes, bottle defect identification, inspection systems, and laboratory equipment and testing standards and procedures.

· Promote and communicate quality standards, specifications, and best practices to both customers and internal stakeholders.

· Educate customers on glass manufacturing processes, product performance, defect classification, and quality expectations.

· Monitor competitor activities, industry developments, and market dynamics to identify business opportunities and provide actionable insights.

· Gather and report market intelligence, trends, and customer feedback observed during site visits.

· Manage customer expectations through effective communication of glass quality standards and the fit-for-function philosophy.

· Profile customer and co-packer operations, manufacturing processes, and packaging types (cans vs glass, vs tetra pack and PET) to support strategic alignment and business development initiatives.

· Support new product development projects and coordinate product trials at both Isanti Glass and customer sites.

· Drive continuous improvement, innovation, and operational excellence initiatives across customer and business processes.

· Build, maintain, and strengthen strategic, trust-based customer relationships to enhance customer satisfaction, loyalty, and business growth.

· Apply strong analytical, troubleshooting, auditing, and decision-making skills to resolve technical and customer-related challenges.

· Maintain high quality standards through attention to detail, proactive problem solving, initiative, and effective task execution.

· Demonstrate adaptability and effectively manage change in a dynamic business environment.

· Influence and engage stakeholders to achieve shared objectives while ensuring alignment with company vision, values, and strategic priorities.

· Audit finished goods and stock on hand at Isanti Glass to ensure product availability and support sales requirements.

· Log internal non-conformances, track corrective and preventive actions, and ensure timely closure of identified issues.

· Maintain accurate customer engagement records through daily CRM updates, sales meeting feedback, and monthly performance reporting.

· Achieve and exceed defined Key Performance Indicators (KPIs) and business targets.

Skills and Competencies

· Proficient in MS Office, ERP systems

· Verbal and written communication skills

· Ability to work with difficult customers

· Be available to attend to customer complaints, support, troubleshoot at customer sites as and when required.

· Quality Management Systems

· Handling of Customers complaints

· Technical Reporting and presentation

· Good analytical and problem-solving skills

Qualification & Experience Required

· Matric or equivalent (with mathematics and science).

· Diploma / B-Tech/ B-Eng / Degree in Quality/ Production management/ Chemical, / Mechanical / Electrical Engineering Fields.

· Glass packaging production and quality control knowledge will be advantageous.

· Knowledge of Quality Auditing

· 3-5 years’ experience in production or quality control environment

· 2 years minimum experience in Quality Assurance, Process Operations and Control.

Additional Information:

· Consideration will be given to Isanti’s EE goals

· Appointment is subject to qualifications and integrity checks

· If you don’t hear from us a month after the closing date, please assume your application was unsuccessful

Work Location: In person