Role Purpose:
To ensure excellent customer service and efficient logistics execution by managing customer orders, coordinating shipments, supporting supply chain operations, and maintaining seamless communication between customers, suppliers, warehouses, and internal stakeholders.
The role is critical in ensuring on-time delivery, operational efficiency, and customer satisfaction across assigned business segments.
Key Responsibilities:
1. Customer Service Management
- Receive, process, and monitor customer orders accurately and on time
- Act as the main point of contact for customer inquiries related to:
- Orders
- Deliveries
- Product availability
- Complaints and claims
- Provide proactive updates on order and shipment status
- Coordinate with sales teams to ensure customer expectations are managed effectively
- Ensure high service levels and customer satisfaction
2. Sales Order (SO) Processing
- Create and manage Sales Orders in ERP systems (JDE or equivalent)
- Verify pricing, quantities, payment terms, and delivery requirements
- Coordinate order confirmations and delivery scheduling
- Monitor pending orders and resolve system or operational issues
3. Logistics Coordination
- Coordinate local and international shipments with freight forwarders and transport providers
- Follow up on inbound and outbound deliveries
- Support import/export logistics activities and shipment tracking
- Ensure proper delivery planning with warehouses and transport partners
- Monitor transportation performance and delivery timelines
4. Warehouse & 3PL Coordination
- Coordinate with warehouse and 3PL providers to ensure:
- Timely dispatch
- Accurate stock handling
- Batch and expiry control
- Monitor stock movements and delivery execution
- Support inventory accuracy and operational efficiency
5. Documentation & Compliance
- Ensure accuracy of logistics and shipping documentation:
- Commercial invoices
- Packing lists
- Delivery notes
- Shipping documents
- Support customs clearance documentation when required
- Ensure compliance with company procedures and local regulations
6. Cross-Functional Coordination
- Work closely with:
- Supply Chain
- Sales
- Finance
- Warehousing
- Regulatory teams
- Support business continuity through cross-functional backup within the team
Key Performance Indicators (KPIs):
- On-time delivery performance (OTIF)
- Order processing accuracy
- Customer satisfaction level
- Order cycle time
- Delivery lead time adherence
- Claims and complaint resolution time
Required Qualifications & Skills:
Education:
- Bachelor's degree in Logistics, Supply Chain, Business Administration, or related field
Experience:
- 1- 2 years of experience in:
- Customer service
- Logistics coordination
- Supply chain operations
- Experience in chemicals, FMCG, or industrial distribution is preferred
Technical Skills:
- ERP system knowledge (JDE preferred)
- Good knowledge of logistics and order management processes
- Strong Excel and reporting skills
- Understanding of import/export procedures is an advantage
Soft Skills:
- Strong communication and coordination skills
- Customer-oriented mindset
- Problem-solving and multitasking abilities
- Attention to detail and sense of urgency
- Ability to work under pressure in a fast-paced environment
Key Competencies:
- Customer Focus
- Accountability
- Collaboration
- Operational Excellence
- Flexibility & Adaptability
- Proactive Communication
