Customer Service and Supply Chain Representative

• Ensure the best processing of customer’s orders, from order reception to delivery, in strong cooperation with commercial and logistic teams, in accordance with Azelis quality standards and procedures
• Issuance of export documentation, in accordance with local legislation and specific needs
• Support Managers and Principal Development Managers in customer service and administrative tasks, in order to provide the best service to the customers and to the suppliers, being responsible for processing purchase orders and managing the flows till deliveries, developing and enhancing satisfaction and loyalty through operational expertise

• Implement Company objectives and strategy
• Implement Company new tools and systems
• Master the ERP functionality linked to order handling to provide best quality of service to customer and improve operational efficiency
• Implement Customer Service and Supply Chain best practices, policies and procedures
• Implement and maintain adequate documentation and archiving, as per Company guidelines and procedures

Support to the commercial team

• In collaboration with Commercial team, review purchase order request, validate the details of the order (transport mode, incoterms, lead-times…...) and inform customers of any deviations to amend accordingly

• Issue Proforma invoice when needed (after creation of SO in ERP)
• Request and follow up sample orders (including clearance process if applicable)
• If needed, create and update information in ERP ( suppliers, products and customers details)

Purchase order flow

• Create and place orders with principals ( in Azelis ERP and supplier platform if applicable).
• Liaise with the planner to tackle any blocking point (data issue, shortages, transport) which would prevent/delay
• Follow up orders and correspondence with suppliers, order confirmation reception and double check
• Update records on all orders (sent, received & ongoing) & related documents (COA, INVOICES, LTSD, etc) in ERP & in mirror files
• Ensure continuity of purchase cycle during holidays and annual or sick leave of other colleagues
• Ensure proper and on-time suppliers invoice matching in ERP
• Monitor and manage open orders and ensure daily update of backorder line
• Propose logistics solutions in case of issues, in cooperation with logistics/planning team members
• Work in collaboration with Logistics to optimize and accrue logistics costs (incl. transport, surcharges and demurrages, other logistics costs). In case of deviations, inform planner / sales manager
• Inform all the stakeholder of any deviations (delay, price issues, delivery dates ...)
• Request order release to Credit Control (in case of DD)
• Follow up on open orders and ensure proper daily update of backorder lines
• Interact with stakeholders (Principals, logistics team, or any other) to allow efficient order follow up
• Manage claims with logistics team, SHEQ and supplier, as per company procedures. Update the ERP accordingly

Sales order flow

• Create the SO in ERP (with issuance of proforma invoice or order confirmation if applicable)
• Monitor and manage open orders and insurance daily update of back order lines
• If applicable, ensure L/C checking + L/C documents issuance and manage the negotiation with the banks
• Update customers,  affiliates, commercial dept on goods readiness and shipment schedule or eventual deviation
• Update records on ERP and related documents in mirror files
• Report issues and problems and perform necessary escalation to relevant functions when needed
• Ensure continuity of sale cycle during holidays and annual or sick leave of other colleagues
• Propose logistics solutions in case of issues, in cooperation with Logistics Team. Collaborate for continuous improvement of logistics scheme to ensure efficient cost - quality and lead time balance
• Work in collaboration with Logistics to optimize and accrue logistics costs (incl. transport, surcharges and demurrages, other logistics costs). In case of deviations, inform planner / sales manager
• Interact with stakeholders (Principals, logistics Team, customer or any other) to allow efficient order delivery follow up
• Issue and check documentation to make sure it is conformed to requirements (invoice, certificate of origin, certificate of analysis, packing slip, B/L, health declaration etc…) in a timely manner
• Arrange legalization of documents when needed
• Sending documents to customer or affiliate (directly or through the bank), and follow up good reception
• Issue re-invoicing and / or credit notes documents if applicable
• Arrange formalities with customers local authorities (example Nafeza system in Egypt)
• Ensure timely presentation of documents requested for Audit (intern, extern, BECI)
• Manage claims with logistics team, SHEQ and supplier, as per company procedures. Update the ERP accordingly

Collaboration between departments - insure good, fluent and efficient processes

• Supply Chain team
• Financial team
• SHEQ (Claims raising and follow up and quality certification)
• Commercial team
• Data Management

Ensure conformity & contribute to sustainability

• Ensure compliance with all SHEQ requirements, procedures and working instructions in order to maintain high service standards and quality of Data Management
• Review amendments and tackle non-conformances regularly, together with the Planner, haulier, Warehouse, Logistics Team
• Translate the Group’s Sustainability Strategy into concrete job-related action items and contribute actively and timely to the implementation of the sustainability KPIs
• Raise/Follow Inbound claims and coordinate with SHEQ department to find the most suitable solution

Contribute to continuous process optimization and excellent teamwork

• Ensure information flow to other team-members. Provide regular feedback to Key Users to enable operational excellence, efficiency, and effectiveness
• Develop expertise in all processes and work instructions and support development of best practice.
• Ensure information flow to other team-members. Provide regular feedbacks to Key Users to enable operational excellence, efficiency and effectiveness
• Follow up on customer satisfaction

• Operational experience
• Ability to influence and achieve results through others.
• Ability to liaise with people at all levels both internally and externally.
• Good knowledge of English
• Advanced user of various IT tools & ERP systems
• Passionate about achieving goals/targets.
• High service level standards
• Understanding of customer and market dynamics and requirements
• Excellent organisational skills
• Team player but with the ability to work independently
• Ability to adapt to new & changing requirements and a flexible approach to working under pressure
• Strong communication skills

The following responsibilities and qualifications are set out by way of indication and not for limitation in the job description