Customer Service Specialist

Job Description:

JOB PURPOSE / OVERVIEW

• The Customer Service Specialist is responsible for managing customer orders and export execution activities to ensure timely and accurate delivery to markets.
• The role works closely with markets, Production Planning, Logistics, warehouse operations, and external service providers to support effective order fulfilment and customer service performance.
• The role supports customer satisfaction through accurate order management, shipment coordination, and export administration while ensuring compliance with Safety, Quality, Food Safety, and regulatory requirements.

KEY RESPONSIBILITIES:

Customer Order Management

• Process customer orders from receipt through shipment execution to ensure timely and accurate fulfilment.

• Maintain accurate order information within ERP and supporting systems.

• Coordinate order changes, allocations, and product substitutions in line with business requirements.

• Provide order status updates and support issue resolution with stakeholders.

Customer Collaboration & Service Excellence

• Act as the key contact for assigned markets on daily order fulfilment and execution topics.
• Communicate order status, shipment updates, and service-related information clearly and proactively to customers and stakeholders.
• Support RMOS and customer service review activities through timely reporting and follow-up actions.
• Identify, highlight, and escalate service risks, delays, or issues, while supporting coordination of resolution across stakeholders
• Support alignment across stakeholders during service disruptions to ensure timely communication and issue follow-up.

Shipment & Logistics Coordination

• Prepare and manage export documentation and necessary supporting records to ensure compliant and accurate shipment execution.
• Coordinate shipment schedules and execution with Logistics, warehouse operations, freight forwarders, and customers.
• Monitor shipment progress and ensure follow-through on delivery issues or exceptions.
• Support compliance with customs, veterinary, and market-specific import requirements.

Operational Excellence & Continuous Improvement

• Contribute to continuous improvement initiatives to enhance customer experience, service performance, and process efficiency.
• Support implementation of standardized ways of working and improve system utilization.
• Support data tracking, reporting, and analysis to identify trends, issues, and improvement opportunities.

Safety, Quality and Food Safety

• Comply with all Safety, Quality, and Food Safety standards, site procedures, and regulatory requirements.
• Ensure customer service and export activities support traceability, compliance, and audit readiness.
• Identify and escalate risks related to safety, product quality, documentation accuracy, and regulatory compliance.
• Participate in safety, quality, and continuous improvement initiatives to support overall factory performance.

CONTEXT AND SCOPE

• Supports factory operations through effective customer order fulfilment and export execution.
• Works closely with markets, production planning, logistics, warehouse operations, freight forwarders, and regulatory authorities.
• Manages daily order processing, shipment coordination, and export administration activities.
• Supports customer service performance and export compliance requirements.
• Supports shutdown recovery and customer service improvement initiatives.
• Ensures compliance with Safety, Quality, Food Safety, and regulatory requirements.

JOB SPECIFICATION / QUALITIFICATION:

1. Education & Professional Qualification

• Bachelor's Degree or equivalent qualification in Supply Chain, Logistics, Business Administration, or related disciplines.
• Good command of English, both written and verbal.

2. Knowledge/Experience

• Experience in Customer Service, Order Management, Logistics, Export Operations, Supply Chain, or related functions is preferred.
• Good communication and stakeholder management skills.
• Strong attention to detail and ability to manage multiple priorities.
• Customer-focused with a proactive and solution-oriented mindset.
• Team player with a growth mindset and strong sense of ownership.
• Safety, Quality, and Food Safety conscious.

KEY SUPPORTING COMPETENCES

• Customer Focus
• Collaborates
• Plan and Aligns
• Drive Results
• Communicates Effectively
• Optimizes Work Processes