Customer Service & Commercial Operations Senior Specialist (B2B & Fashion)

Job Title

Purpose & Overall Relevance for the Organisation: This diverse role will be responsible for a variety of tasks primarily managing the customer orders for a portfolio of nominated accounts or area.

Key Responsibilities

• Ensure timely and accurate order entry and release of orders for processing.
• Review of order book to ensure customer requested delivery is achieved.
• To provide visibility to internal and external stakeholders on product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
• Timely preparation of export documents and L/C negotiation
• Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.
• Provide assistance and support to internal partners including Sales, Marketing, Finance, Operations representatives relating to order processing.
• Support business on delivery of sales and financial targets and objectives
• Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
• Work towards both independent and team KPI's to improve business standards, service levels and financial results.
• Contribute to the development of business improvement opportunities wherever possible.
• Develop and review reports relating to order book KPI's and transactional activities of the team.
• To coordinate a cross-functional collaboration with internal stakeholders towards common goals set by the organization
• Manage adhoc projects and reports initiatives as required by the Line Manager.
• Ensure self-development plan alongside MYBEST initiatives as set by the business.

KPI's

Speed of execution. Customer Service Excellence. CS SLA & Blueprints. Process enhancements & efficiencies. Report enhancements.

Key Relationships

Customers. Sales Team. SCM (Operations, Purchasing, OBF…). Finance Team. Marketing Team. External Stakeholders (Forwarders, Banks…).

Knowledge, Skills and Abilities

A strong customer service focus. Excellent knowledge of Supply Chain and/or Logistics. A high level of problem solving ability. Superior attention to detail and accuracy. Excellent communication skills and a proven ability to develop long lasting relationships. Experience in working under pressure to meet deadlines and conflicting priorities. Strong Microsoft Office skills are essential. Strong ERP/SAP knowledge an added advantage. Team player with high planning, organizing and reporting abilities. Local language or French an added advantage.

Requisite Education and Experience / Minimum Qualifications

University degree in Business and administration, Supply Chain or Logistics. Minimum 2-3 years of overall work experience in customer service, supply chain or Logistics. Language skills: English mandatory local language an added-on advantage