About this role
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