Senior Logistics and Customer Service Specialist

Lead, direct and coordinate logistics, export, purchasing, distribution and planning for Africa. Responsible for the day-to-day management of the Africa logistics function, ensuring cost effectiveness and timely management of carriage, using approved vendors for Exports, working with the operations team to deliver product to the customer in an efficient manner, continually communicating with all parties to ensure customer satisfaction of the highest standard. Daily reporting of orders received and delivered is essential for the optimization of resources. The Snr. Logistics and Customer Service Specialist serve as liaison between customer support team, management and customer to improve customer service and business productivity.

Logistics

• Organizing all shipments in line with company requirements.
• Ensuring the integrity of export documentation such as Bills of lading, GSP certificates, Commercial invoices, packing lists, certificates of origin etc.
• Timely preparation of export documentation, inspections and/or ad hoc export requirements for all air and sea shipments.
• Preparing and maintaining a delivery schedule and communicating to all relevant stakeholders.
• Deliver against departmental KPI.
• Verification of all freight invoices.
• Maintenance of system data requirements and ensuring integrity at all times.
• Maintenance of records.
• Analyse delivery routes with clearing and forwarding agents to determine most efficient routes.
• Transport arrangements & follow-up on deliveries.
• Analyse current logistics position and provide input on alternative logistic arrangements.
• Continuous evaluation of 3PL contractors.

Customer Service and Commercial Support

• Order intake and further specifications for order processing (product specifications, prices, conditions of sale, label specifications, calculations, final arrangements).
• Verification and confirmation of customer orders.
• Preparation for deliveries and shipments. Maintain and adhere to shipping instructions.
• Maintain Export loading plan, ensuring that it is up to date at all times.
• Co-ordination of shipments with warehouse or toll manufacturer.
• Invoicing and preparation of documents for customs, exports and shipments.
• Provide input for operations planning, forecast and inventory management.
• All tasks mentioned in the system procedures and internal instructions of the quality system.
• Ensure excellent customer service through phone, e-mail, chat, etc. in timely and accurate manner.
• Serve as liaison between customer support team, management and customer to improve customer service and business productivity.
• Analyse customer complaints and provide appropriate corrective actions.
• Assist directly or route customers to the appropriate personnel for assistance.
• Ensure customer satisfaction by meeting customer needs in courteous and timely manner.
• Track, follow-up and resolve customer’s outstanding issues in a timely fashion.
• Prepare documentation and reports on routine customer correspondence for future reference purposes.
• Assist in training peers on improving customer support service.
• Develop and maintain in-depth product knowledge.
• Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.
• Attend weekly operations meetings.
• Report and contact customers on overdue payments in order to keep the account receivable in line with the applicable requirements and in agreement with sales terms.

• Preferably 3-year Logistics Qualification.
• 5-10 Years’ experience in a similar position with international exposure to EMEA Countries.
• Computer literate and strong knowledge of ERP systems.
• Import & Export process/requirements knowledge.
• Sea freight experience.
• Good Knowledge of Incoterms & HS codes.
• Good 3PL management.

Essential Skills:

• International Forwarding Expertise essential.
• Acute sense for high level customer service.
• Strategic Thinker with good Coordinating & Planning skills.
• Being able to work under pressure and deadline driven.
• Good geographical knowledge EMEA Countries.
• A high degree of personal motivation, sense of urgency and desire to make an immediate contribution
• Being able to work within a team.
• Good communication skills.
• Willing to travel Internationally. (African Countries).

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