The Export Customer Service & Logistics Co-ordinator plays a pivotal role in delivering a seamless and memorable customer experience across EMEA markets. This position is responsible for ensuring the efficient and timely processing of export orders, maintaining high standards of customer service, and coordinating logistics operations to achieve On-Time In-Full (OTIF) delivery performance.
Working cross-functionally with Supply Chain, Commercial teams, 3PLs, and Transport Partners, the role ensures that customer expectations are met through proactive communication, accurate documentation, and effective issue resolution. The successful candidate will be detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced environment.
Key Duties
* Order Management:
Create, process, and modify export customer orders, ensuring accurate stock allocation and timely shipments.
* Performance Analysis:
Monitor and report OTIF performance, identifying root causes for lost sales and late deliveries.
* EDI Exception Handling:
Review and correct EDI exceptions to ensure smooth order processing.
* Customer Communication:
Provide proactive updates on order status and estimated delivery times, ensuring transparency and satisfaction.
* Logistics Coordination:
Collaborate with 3PLs and Transport Partners to manage domestic and international shipments.
* Documentation & Compliance:
Prepare and manage shipping documentation (e.g., commercial invoices, packing lists, export certificates) in line with country-specific regulations.
* Customs Management:
Ensure compliance with export/import customs requirements, working closely with brokers and transport providers.
* Returns & Credits:
Process return and credit note requests, coordinating with internal teams to expedite resolution.
* Customer Onboarding:
Support onboarding of new customers by reviewing manuals and aligning internal processes to meet expectations.
* Issue Escalation:
Escalate complex queries to Account Managers and Customer Service Managers as needed.
* Cost Management:
Accrue transportation costs in ERP systems and validate invoices against agreed rate cards for both transport and 3PL services.
* Data Maintenance:
Maintain accurate customer records, including delivery requirements, Incoterms, and ship-to locations.
* Complaint Handling:
Log and manage complaints in line with GDPR and internal policies, ensuring timely resolution and closure.
Key requirements:
* Minimum 2 years' experience in FMCG Manufacturing Planning, Supply Chain, or Logistics roles, ideally within the EMEA market.
* Strong understanding of the company's product portfolio and international trade operations.
* Demonstrated customer service excellence with a clear understanding of customer expectations and service delivery standards.
* Proven experience in customer relationship management and stakeholder engagement across diverse markets.
* In-depth knowledge of export/import logistics, customs procedures, and regulatory compliance for international trade.
* Self-directed with the ability to communicate effectively on technical aspects of the supply chain, particularly within the EMEA region.
* Proven ability to build and maintain relationships with cross-functional teams, including collaboration with Senior Leadership.
* Results-oriented logistics problem solver with a focus on speed, accuracy, and completeness.
* Strong multitasking and time-management skills, with the capacity to prioritise and manage competing demands.
* Experience in project management and development of standard operating procedures is desirable.
* Proficient in Microsoft Office; experience with SAP S/4 HANA, AS400, and Salesforce is a distinct advantage.
* Fluent command of English is essential; multilingual capabilities, particularly German or another European language, are an advantage.
* Comfortable working independently or remotely with moderate supervision, as well as collaboratively within a team environment.
* Adaptive to change and capable of performing under pressure in a dynamic, fast-paced setting.
* Willingness to take on additional responsibilities as required by the department manager.
* Strong organisational, analytical, and communication skills.
* High level of accountability, integrity, and professionalism.
Why work for us?
'The WaterWipes Way' is underpinned by our Values of:
Bravery,
Excellence &
Respect
We look for individuals who will drive acceptable actions and behaviours that will reflect our vision and values.
WaterWipes offers all the benefits of an established global brand, along with the exciting possibilities of an organisation that lives and breathes change.
There are so many reasons to join us on our ambitious journey to becoming an iconic global brand. Check out our careers page to find out more