Customer Service Coordinator

DESCRIPTION:

• Centralizes the relationship with the sales team in the order to cash process to provide information about the situation of their orders, delivery, and invoice data.
• Coordinates master data requests from sales and maintains alignment with customer systems.
• Responsible for managing end to end order fulfillment processes of all modern trade and E-commerce customers.
• Works closely with Warehousing and Logistics 3PL teams for on time customer deliveries, managing of priorities and investigation into customer complaints.
• Owns and monitors Service Level reporting, loss reason assignment and continuous improvement.
• Manages the order processing team and communicates the necessary instructions to them.
• Collaborates closely with the distribution replenishment planner on necessary stock levels by conveying the Sales Team’s adhoc plans and lost orders.
• Manages inventory levels related to quality release and blocking of stocks to manage priorities.
• Manages the customer returns process by ensuring the aligned process is followed and relevant approvals are provided.
• Resolving conflict arising between sales team and logistics.
• Documents the sampling requests and reports to Finance.
• Providing necessary data for auditing purposes.
• Cascades the relevant daily/weekly reports to the respective teams.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Academic and professional qualifications:

• University degree preferably in Engineering, Supply Chain Management, or Business Administration

Experience:

• Minimum 2 Year experience in customer service
• Fluent in English
• Proficiency in MS Office applications
• Experience with SQL and/or PowerBI a plus
• Demonstrated conceptual problem-solving ability; excellent oral and written communication skills, including presentation skills.
• Ability to multi-task, meet tight deadlines and work under pressure with autonomy