Responsibilities
Order Processing and Customer Service:
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Ensure complete order acceptance, processing, and delivery to international customers
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Monitor order entry and create orders in the system
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Coordinate special freights and daily delivery dates with customers, production, demand planning, and sales teams
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Allocate available stock to orders efficiently
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Create, review, and submit standardised documents (e.g., order confirmations, back order overviews)
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Process customer enquiries and requirements through various channels, including customer web portals
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Handle and resolve customer enquiries via email and phone in a timely and accurate manner
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Provide outstanding customer service to improve customer satisfaction and relationships
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Update customer details regularly in SharePoint
Logistics and Documentation:
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Ensure daily and timely transmission of incoming EDI messages
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Guarantee accurate and punctual transmission of Advanced Shipping Notices (ASNs) to customers
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Coordinate with forwarders, warehouses, and dispatching departments for efficient communication
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Implement and test new EDI connections in cooperation with IT (for incoming orders and ASNs)
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Manage claims in collaboration with Quality Assurance/Quality Management teams, including claim reports and follow-up procedures
Process Improvement and Compliance:
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Implement, monitor, and optimise work instructions for the logistics department
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Coordinate small projects and support larger logistics initiatives
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Develop and follow measures to improve occupational safety in the logistics area
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Comply with company policies, rules, and regulations (e.g., working schedule, contract terms, quality management, health and safety, environmental protection, fire prevention, data protection policy)
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Participate in continuous improvement efforts for logistics processes and customer service standards
Collaboration and Communication:
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Work closely with internal departments such as sales, production, and IT to ensure smooth order fulfilment
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Liaise with external partners, including freight forwarders and customs agencies, to facilitate efficient international shipments
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Prepare and present regular reports on logistics performance metrics and customer satisfaction levels
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Contribute to team meetings and brainstorming sessions to identify areas for improvement in logistics operations
Professional Development:
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Stay updated on industry trends, best practices, and emerging technologies in logistics and supply chain management
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Participate in relevant training programs to enhance skills in customer service, logistics software, and international trade regulations