Senior Customer Service Representative - Logistics

About the Role

Our client is searching for a seasoned Senior Customer Service Representative to oversee end-to-end order management and deliver outstanding support to customers across global markets. Candidates should bring comprehensive skills in customer service, export operations, international logistics, export documentation, and trade compliance. Fluency in Arabic or French will be considered an advantage.

Primary Responsibilities

• Serve as the central communication point for customers via email, phone, ERP platforms, and other mediums, ensuring professional and timely interactions.
• Forge and sustain robust customer relationships by consistently meeting and exceeding service expectations.
• Address inquiries, requests, and order-related matters promptly and professionally.
• Oversee the complete order process, from receipt through invoicing and delivery, ensuring adherence to company policies and SLAs.
• Proactively monitor order statuses and mitigate any delivery disruptions.
• Collaborate internally with Sales, Supply Chain, Warehouse, Logistics, Finance, and Production teams for efficient order fulfillment.
• Effectively manage customer feedback, complaints, and claims, including investigation and resolution, while maintaining comprehensive records.
• Champion process enhancements by identifying recurring issues that affect customer experience.
• Coordinate export order activities, ensuring full compliance with international trade regulations and accurate export paperwork.
• Maintain close liaison with freight forwarders and logistics partners, focusing on African and European export markets.
• Ensure precise invoicing and maintain all transactional and shipping documentation.
• Generate periodic performance and order status reports aligned with operational KPIs.

Qualifications & Skills

• Possess a Bachelor's Degree in Business Administration, International Business, Supply Chain Management, Logistics, or related areas.
• At least 8 years of experience in Customer Service, Order Management, Logistics, or Export Operations.
• Demonstrated experience supporting international customers within export-driven environments is highly desirable.
• Strong knowledge of international trade laws, export documentation, and logistics, with a focus on Africa and Europe.
• Proficiency in ERP systems such as SAP, Oracle, Microsoft Dynamics, alongside Microsoft Office tools.
• Skilled in coordinating with multidisciplinary teams in a dynamic setting.
• Excellent communication, organization, time management, and multitasking capabilities.
• Detail-oriented with robust analytical and problem-solving abilities.
• Ability to maintain professionalism and perform effectively under pressure to meet deadlines.