Key Responsibilities

Customer and Operational Support

Handle requests for quotations and pro-forma invoices, ensuring responses are accurate and provided within agreed timelines.
Capture new sales orders and convert approved requests into orders within the relevant systems.
Process amendments to existing orders and ensure all changes are accurately reflected in system records.
Prepare and distribute weekly reports covering outstanding and open customer orders.
Provide customers and internal stakeholders with clear, complete, and proactive updates on order status and issues.
Work in line with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and the company's operational strategy.
Coordinate with sites through the relevant operational platforms to communicate order changes, resolve issues, and manage escalations.
Monitor and support OTIF (On-Time In-Full) performance to ensure customer orders are fulfilled as committed.
Develop strong working relationships with Key Account Managers and operational sites, promoting effective collaboration and teamwork.
Ensure customer transactions and order activities comply with established commercial and business terms.
Apply appropriate Incoterms when processing and reviewing customer orders.
Follow established procedures relating to export documentation and ensure required paperwork is completed correctly.
Identify and apply country-specific requirements, including Import Declaration Forms (IDFs), Letters of Credit (LCs), and other applicable trade documentation.

Communication and Customer Engagement

Communicate professionally and confidently with customers and internal stakeholders through telephone, email, and other appropriate channels.
Provide customer support by responding to enquiries, clarifying requirements, and following issues through to resolution.
Handle challenging or conflicting situations professionally while maintaining positive customer relationships.
Use strong listening and interpersonal skills to understand customer needs and provide appropriate solutions.
Work closely with relevant teams to ensure information is shared accurately and promptly.

Systems and Technical Competencies

Demonstrate good working knowledge of Microsoft Office applications, particularly Word and Excel, as well as internet-based tools.
Use ERP systems effectively, with practical experience in SAP preferred.
Experience working with Salesforce will be an added advantage.
Understand the complete order-to-billing cycle and the key activities involved at each stage.
Apply working knowledge of international trade requirements, including Incoterms, Letters of Credit, and Import Declaration Forms.

Key Skills and Personal Attributes

Fluent French communication skills, both written and spoken.
Strong verbal, written, and telephone communication abilities.
Self-driven and motivated, with a strong focus on achieving agreed objectives.
Excellent attention to detail and accuracy.
Strong interpersonal and relationship-management skills.
Able to remain professional and solution-focused when dealing with difficult or sensitive situations.
Collaborative team player who contributes positively to the workplace culture.
Capable of working effectively under pressure while managing multiple priorities and following tasks through to completion.
Demonstrates ownership, accountability, and confidence when applying knowledge to operational decisions.
Strong analytical and problem-solving capabilities.
Sound judgement and decision-making skills.
Good reasoning and critical-thinking ability.
Effective influencing, negotiation, and stakeholder-management skills.
Positive approach to teamwork and contributes to a constructive working environment.
Demonstrates commitment to organizational values, ethical standards, business principles, and company objectives.

Qualifications and Experience

Minimum of 3 years' experience in an export administration, customer service, order management, or similar environment.
Practical experience using SAP or comparable ERP systems.
Previous exposure to Salesforce is desirable.
Experience responding to and resolving customer enquiries.
Working knowledge of the order-to-invoice and order-to-billing process.
Understanding of international trade and export procedures, including Incoterms, Letters of Credit, and Import Declaration Forms.

Application

Customer Care Specialist