Job Description
You’re looking for fulfillment, we’re looking for You!
The Customer Service Executive is responsible for ensuring the precise and prompt execution of the order fulfillment process for customers. This role serves as the primary contact for all customer-related and export logistics matters, including order receipt, customer forecasting fulfillment, coordination of product and transport availability, timely delivery, documentation, handling customer complaints, and managing the order-to-cash process.
Main Responsibilities:
- Act as the primary point of contact with Planning, Sales, Business, and Supply Chain departments to ensure the highest level of efficiency and effectiveness in serving customers.
- Develops and maintains strong relationships with key stakeholders, including foreign Distributors, Regional Sales team, Supply Chain, Finance, and Regulatory teams, by establishing an effective and supportive network."
- Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
- Review order books with customers, providing updates on order and shipment status.
- Issue documentation, including but not limited to invoicing and order/shipment handling
- Coordinate with freight forwarders, customs, NFSA and warehouses to ensure timely loadings and arrivals of shipments and documents.
- Recommend optimal transportation modes, routing, equipment, or frequency.
- Track shipments until delivery to the customer's warehouse.
- Maintain and review dedicated performance KPIs in monthly meetings. Main KPIs include CSL, Transit Time, First Time Right, SOA, and efficient budgeting.
- Participate in carrier management processes, including selection, qualification, and performance evaluation.
- Monitor product export processes to ensure compliance with regulatory or legal requirements.
- Oversee logistics operations to achieve cost, productivity, accuracy, and timeliness objectives.
To be able to achieve the above and be successful in this role we believe you need to have:
Qualifications:
- Bachelor's degree, preferably in engineering, supply chain, or logistics.
- 2 to 3 years of experience in a logistics-related field.
- Leadership and team management skills.
- Stakeholder management.
- Strong communication skills.
- Attention to detail.
- Negotiation skills.
- Customer focus.
- Adaptability.
