Customer Service Representative (CSR)

Position Summary Our client is seeking an experienced Senior Customer Service Representative (CSR) to manage end-to-end customer order processing while delivering exceptional customer service across international markets. The ideal candidate will have extensive experience in customer service, export operations, and international logistics, with a strong understanding of export documentation, trade regulations, and cross-functional coordination. The successful candidate will serve as the primary point of contact for customers, ensuring seamless communication, accurate order management, timely deliveries, and high levels of customer satisfaction. Candidates with Arabic or French language skills will have a distinct advantage. Key Responsibilities Customer Relationship Management • Act as the primary point of contact for customers, providing professional and timely support through email, phone, ERP systems, and other communication channels. • Build and maintain strong customer relationships by delivering exceptional service and ensuring customer satisfaction. • Respond to customer inquiries, requests, and order-related questions in a prompt and professional manner. • Manage customer expectations through proactive communication and regular status updates. Order Management • Manage the complete order lifecycle from order receipt through processing, invoicing, shipment, and delivery. • Process customer orders accurately through ERP systems while ensuring compliance with company procedures and Service Level Agreements (SLAs). • Monitor order progress and proactively resolve any issues that may impact delivery timelines. • Coordinate with internal departments to ensure smooth execution of customer orders. Customer Feedback & Issue Resolution • Handle customer complaints, claims, and service-related issues efficiently. • Investigate and resolve customer concerns by coordinating with relevant departments or escalating when required. • Maintain detailed records of customer interactions, complaints, and resolutions. • Identify recurring issues and recommend process improvements to enhance customer experience. International Trade & Export Coordination • Manage export-related customer orders while ensuring compliance with international trade regulations and export documentation requirements. • Prepare, verify, and coordinate export documentation required for international shipments. • Demonstrate strong knowledge of logistics operations, particularly for Africa and Europe export markets. • Liaise with freight forwarders, logistics providers, and internal supply chain teams to ensure timely deliveries. Cross-Functional Coordination • Collaborate closely with Sales, Supply Chain, Warehouse, Logistics, Finance, and Production teams to ensure product availability and successful order fulfillment. • Coordinate shipment schedules and resolve operational challenges affecting customer deliveries. • Support continuous improvement initiatives to enhance operational efficiency and customer satisfaction. Documentation & Compliance • Ensure all customer orders are invoiced accurately and within agreed timelines. • Maintain accurate records of customer transactions, order documentation, shipping documents, and correspondence. • Ensure compliance with company policies, quality standards, and international trade requirements. • Prepare periodic reports related to order status, customer service performance, and operational KPIs. Qualifications • Bachelor's Degree in Business Administration, International Business, Supply Chain Management, Logistics, or a related discipline. • Minimum 8 years of experience in Customer Service, Order Management, Logistics, or Export Operations. • Previous experience supporting international customers within export-focused environments is highly preferred. • Strong understanding of international trade regulations, export documentation, shipping procedures, and logistics operations, particularly across Africa and Europe. • Proficiency in ERP systems (SAP, Oracle, Microsoft Dynamics, or similar) and Microsoft Office Suite. • Experience coordinating with cross-functional teams in a fast-paced environment. Required Skills & Competencies • Excellent verbal and written communication skills. • Strong customer service and relationship management abilities. • Excellent organizational and time management skills. • Strong attention to detail with high levels of accuracy. • Ability to multitask and manage multiple priorities effectively. • Strong analytical and problem-solving skills. • Ability to work efficiently under pressure and meet tight deadlines. • Team-oriented with a strong sense of accountability and reliability. • High level of professionalism and customer focus. Show more Show less

Bachelor's Degree in Business Administration, International Business, Supply Chain Management, Logistics, or a related discipline. Minimum 8 years of experience in Customer Service, Order Management, Logistics, or Export Operations. Previous experience supporting international customers within export-focused environments is highly preferred. Strong understanding of international trade regulations, export documentation, shipping procedures, and logistics operations, particularly across Africa and Europe. Proficiency in ERP systems (SAP, Oracle, Microsoft Dynamics, or similar) and Microsoft Office Suite. Experience coordinating with cross-functional teams in a fast-paced environment.

Customer Relationship Management: Act as the primary point of contact for customers, providing professional and timely support through email, phone, ERP systems, and other communication channels; Build and maintain strong customer relationships by delivering exceptional service and ensuring customer satisfaction; Respond to customer inquiries, requests, and order-related questions in a prompt and professional manner; Manage customer expectations through proactive communication and regular status updates. Order Management: Manage the complete order lifecycle from order receipt through processing, invoicing, shipment, and delivery; Process customer orders accurately through ERP systems while ensuring compliance with company procedures and Service Level Agreements (SLAs); Monitor order progress and proactively resolve any issues that may impact delivery timelines; Coordinate with internal departments to ensure smooth execution of customer orders. Customer Feedback & Issue Resolution: Handle customer complaints, claims, and service-related issues efficiently; Investigate and resolve customer concerns by coordinating with relevant departments or escalating when required; Maintain detailed records of customer interactions, complaints, and resolutions; Identify recurring issues and recommend process improvements to enhance customer experience. International Trade & Export Coordination: Manage export-related customer orders while ensuring compliance with international trade regulations and export documentation requirements; Prepare, verify, and coordinate export documentation required for international shipments; Demonstrate strong knowledge of logistics operations, particularly for Africa and Europe export markets; Liaise with freight forwarders, logistics providers, and internal supply chain teams to ensure timely deliveries. Cross-Functional Coordination: Collaborate closely with Sales, Supply Chain, Warehouse, Logistics, Finance, and Production teams to ensure product availability and successful order fulfillment; Coordinate shipment schedules and resolve operational challenges affecting customer deliveries; Support continuous improvement initiatives to enhance operational efficiency and customer satisfaction. Documentation & Compliance: Ensure all customer orders are invoiced accurately and within agreed timelines; Maintain accurate records of customer transactions, order documentation, shipping documents, and correspondence; Ensure compliance with company policies, quality standards, and international trade requirements; Prepare periodic reports related to order status, customer service performance, and operational KPIs.