Role Purpose :
The jobholder ensures that they work to the departmental processes in order to provide excellent customer service whilst still complying with local regulations
Organizing the receipt and processing of orders, ensuring that customer requirements are met, and providing compliant documentation
Giving commercial assistance to both customers and sales managers in e.g. handling offers and ensuring information flows
Handles and ensures the correct workflow of external complaints
Responsibilities :
Customer Onboarding : Acts as the first line of service for the customers, having the ability to serve them and to coordinate any commercial, technical or operational issues
Order and Contract Management : Communicates with customers to ensure order entry and amendments are carried out according to customer requirements and verifies order information to ensure correct and compliant documentation is issued
Customer Inquiry handling : Accepts and logs (CRM) external complaints and provides feedback after investigation by the QA Manager and in consultation with the Sales Manager
Data Management : Updates systems and shipment files to ensure the work trail can be audited if required.
Logistics : Perform inbound and outbound forwarding activities
Export : Track shipments and communicate with customers about the transportation progress / Coordinate shipping with customs agents for clearance on overseas deliveries
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