Account Coordinator

Job category: Others: Transport and Logistics

Location: Cape Town

Contract: Permanent

Remuneration: R-R

EE position: No

Picup, our system integration partner that specialises in last-mile delivery and online management software seeks an Infield Supervisor for George and Cape Town.

The Account Support Coordinator is responsible for ensuring continuity, stability, and operational execution across client accounts during periods when designated Account Managers are unavailable. The role provides structured operational cover, coordinating day-to-day account activities, monitoring SLA performance, and managing issue resolution to ensure uninterrupted service delivery. While Account Managers retain primary ownership of individual client relationships, the Account Support Coordinator operates across multiple accounts, maintaining sufficient operational knowledge to step in seamlessly during leave, absences, peak demand periods, or elevated operational risk. This role is internally focused, execution-driven, and critical to maintaining service consistency, internal alignment, and client confidence.

• Account Coverage & Continuity - Provide operational cover for client accounts when Account Managers are unavailable; coordinate day-to-day account execution, ensuring handovers are understood and responsibilities are clearly assumed; maintain continuity of service, communication, and internal accountability during coverage periods.
• Operational Coordination & Issue Management - Monitor live operations across supported accounts to identify exceptions, delays, or risks; coordinate with internal teams (dispatch, driver operations, support, product, and finance) to resolve operational issues; track issues through to resolution, ensuring actions are completed and outcomes documented.
• SLA Monitoring & Performance Support - Monitor key performance indicators including SLA adherence, fulfilment rates, exception volumes, and resolution times; flag performance risks, trends, or anomalies to the relevant stakeholders in a timely manner; assist with the preparation of internal operational summaries and performance commentary.
• Escalation Support & Internal Communication - Act as the first operational point of contact for issues on covered accounts; escalate matters appropriately where resolution requires senior intervention; ensure clear, structured internal communication around issues, actions, and status updates.
• Process Adherence & Improvement Support - Ensure internal SOPs, workflows, and operational controls are followed consistently; identify recurring issues or process gaps observed during coverage periods; support Account Managers and Operations teams in implementing agreed process improvements.
• Cross-Functional Coordination - Work closely with Account Managers to ensure effective handovers before and after coverage periods; participate in internal planning, operational reviews, and alignment sessions; support client rollouts, pilots, and operational changes when additional coordination is required.
• Knowledge Management & Readiness - Maintain up-to-date working knowledge of key client accounts, SLAs, and operational nuances; ensure account notes, documentation, and handover information are kept current; contribute to shared knowledge bases and operational best practices within the team.
• Key Skills & Competencies - Strong organisational and coordination skills with high attention to detail; ability to manage multiple priorities across different client accounts; clear, concise internal communication skills; structured, calm approach to problem-solving and issue tracking; comfortable working with operational systems, dashboards, and reporting tools.

• Minimum of Grade 12 certificate
• Own Vehicle (Car)
• 1-3 years' experience in account support, operations coordination, client services, or a similar role.
• Experience in SLA-driven or operational environments preferred.
• Exposure to logistics, last-mile delivery, or tech-enabled operations is advantageous.
• Strong administrative and operational tracking capability