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