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