Position Title:  Customer Service Coordinator

Summary:                                     

As the Customer Service Coordinator, you will play a crucial role in the customer relationship management, issue resolution, order to cash process management in line with the business targets. Your priority will be ensuring excellent customer service to our customers.

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 fulfilment processes of all modern trade and Ecom 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.

·  Manges 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 adhoq 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 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