Purpose & Overall Relevance for the Organisation:

This diverse role will be responsible for a variety of tasks primarily managing the customer orders for a portfolio of nominated accounts or area.

Key Responsibilities:

·       Ensure timely and accurate order entry and release of orders for processing. 

·       Review of order book to ensure customer requested delivery is achieved.

·       To provide visibility to internal and external stakeholders on product information, stock availability, pricing, terms, routing, and any other specialty handling or services.

·       Timely preparation of export documents and L/C negotiation

·       Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.

·       Provide assistance and support to internal partners including Sales, Marketing, Finance, Operations representatives relating to order processing.

·       Support business on delivery of sales and financial targets and objectives

·       Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.

·       Work towards both independent and team KPI’s to improve business standards, service levels and financial results.

·       Contribute to the development of business improvement opportunities wherever possible.

·       Develop and review reports relating to order book KPI’s and transactional activities of the team.

·       To coordinate a cross-functional collaboration with internal stakeholders towards common goals set by the organization

·       Manage adhoc projects and reports initiatives as required by the Line Manager.

·       Ensure self-development plan alongside MYBEST initiatives as set by the business.

KPI’s:

• Speed of execution.
• Customer Service Excellence.
• CS SLA & Blueprints.
• Process enhancements & efficiencies.
• Report enhancements.

Key Relationships:

• Customers.
• Sales Team.
• SCM (Operations, Purchasing, OBF…).
• Finance Team.
• Marketing Team.
• External Stakeholders (Forwarders, Banks…).

Knowledge, Skills and Abilities:

·       A strong customer service focus.

·       Excellent knowledge of Supply Chain and/or Logistics.

·       A high level of problem solving ability.

·       Superior attention to detail and accuracy.

·       Excellent communication skills and a proven ability to develop long lasting relationships.

·       Experience in working under pressure to meet deadlines and conflicting priorities.

·       Strong Microsoft Office skills are essential.

·       Strong ERP/SAP knowledge an added advantage.

• Team player with high planning, organizing and reporting abilities.
• Local language or French an added advantage.

Requisite Education and Experience / Minimum Qualifications:

• University degree in Business and administration, Supply Chain or Logistics.
• Minimum 2-3 years of overall work experience in customer service, supply chain or Logistics.

Language skills: English mandatory local language an added-on advantage