CS & Commercial Operations Senior Specialist

Purpose & Overall Relevance for the Organization: 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