Key Responsibilities 1. National Refrigeration Coordination Coordinate and monitor refrigeration activities across regions and national customer accounts. Maintain visibility of operational workloads, outstanding work, resource requirements and potential constraints. Liaise with regional operations teams and technical resources to support effective service delivery. Monitor operational backlogs and ensure aged or at-risk items are actively followed up and escalated. 2. Customer Relationship Management Act as a central operational contact for designated refrigeration customers. Coordinate and participate in weekly, monthly and ad hoc customer meetings. Prepare customer updates, performance reports and action registers. Respond to customer queries and ensure outstanding matters are followed up and resolved. Maintain consistent, professional communication regarding service progress, operational issues, projects and agreed commitments. Participate in customer performance reviews and monitor agreed actions through to closure. 3. Refrigeration Callout & Service Management Monitor national refrigeration callouts, including open, completed and outstanding service requests. Track callout ageing, response times, completion status and service performance. Follow up with relevant operational teams on overdue or at-risk calls. Monitor service delivery against agreed customer requirements and Service Level Agreements (SLAs). Identify recurring issues, performance exceptions and potential service delivery risks. Escalate high-priority or unresolved matters to the appropriate operational management team. 4. Operational Reporting & Analysis Compile and maintain national refrigeration reports, dashboards and operational trackers. Prepare weekly, monthly and ad hoc reports on workload, callouts, outstanding work, SLA performance, customer issues and operational trends. Analyse operational information to identify exceptions, recurring problems and opportunities for improvement. Ensure reports are accurate, current and submitted within agreed deadlines. Provide management and customers with reliable information to support operational planning and decision-making. 5. Invoicing, Billing & Reconciliations Conduct regular invoicing checks across refrigeration customer accounts. Verify completed work against operational records, service callouts, customer requirements and invoicing information. Reconcile callouts and completed jobs against operational systems and billing records. Identify discrepancies, missing information, duplicate charges and outstanding billing requirements. Liaise with Finance and Operations to investigate and resolve billing exceptions. Support accurate revenue capture and maintain appropriate controls between service delivery and invoicing. 6. Operational Administration & Controls Maintain accurate administrative records, operational trackers, action registers and supporting documentation. Ensure information is current, accessible and properly maintained for reporting, governance and audit purposes. Track customer commitments, operational actions and escalations through to resolution. Maintain appropriate administrative controls across the national refrigeration function. Ensure customer reports are aligned with internal operational information. 7. Issue Resolution & Escalation Management Identify customer, operational, administrative and service delivery issues requiring intervention. Coordinate with relevant departments to resolve problems efficiently. Escalate unresolved or high-impact issues to National Operations when required. Monitor corrective actions and ensure appropriate follow-through. Identify recurring issues and recommend practical improvements to processes, controls and communication. 8. Projects & Continuous Improvement Support and coordinate national refrigeration projects, equipment upgrades and customer-specific initiatives. Track project milestones, outstanding actions, risks and customer commitments. Identify opportunities to improve refrigeration service delivery, reporting accuracy, administration and operational efficiency. Recommend and support the implementation of improved processes and controls. 9. Cross-Functional Coordination & Team Support Work closely with Regional Operations, Technical Planning, Technicians, Administration, Finance, Business Intelligence and National Operations. Support alignment between customer requirements and operational delivery. Provide guidance to administrative and operational teams on refrigeration processes, reporting requirements and customer expectations. Provide additional administrative, analytical and operational support to National Operations as required. Minimum Requirements Matric / Grade 12. 4-6 years' experience in operations, administration, customer service, refrigeration support or a related environment. Demonstrable experience in operational administration, reporting and reconciliations. Strong customer communication and relationship management skills. Experience monitoring operational activities, managing outstanding actions and coordinating across teams. Proficiency in Microsoft Office, with intermediate to advanced computer skills. Strong analytical ability and the capacity to interpret operational and financial information. Excellent organisational skills, attention to detail and follow-up discipline. Ability to manage multiple customers, priorities and workstreams simultaneously. Ability to work independently, make sound operational decisions and escalate issues appropriately. Advantageous Experience & Qualifications A relevant qualification in Operations Administration, Business Administration or a related field. Experience supporting national or multi-site customers. Experience in a service-based operational environment. Exposure to the refrigeration industry or refrigeration service operations. Experience working with service-level agreements, operational dashboards and performance reporting. Experience coordinating customer meetings, maintaining action registers and monitoring service delivery. Key Performance Areas Performance will be measured against the following areas: Timely completion of customer meetings, reporting and agreed action items. Effective monitoring and follow-up of national refrigeration callouts and operational backlogs. Identification and escalation of SLA exceptions and service delivery risks. Accurate and timely invoicing checks and callout-to-invoice reconciliations. Maintenance of accurate operational records, trackers and supporting documentation. Effective management of customer queries, escalations and outstanding issues. Identification of process improvements that enhance service delivery, reporting and operational control.