Customer Service & Import-Export Specialist

About Flora Food GroupWe offer consumers a compelling choice in four growing categories: butters and spreads, creams, liquids and cheeses. We hold leadership .Global branded food champion Flora Food Group, offers the next generation of delicious, natural, nutritious food. Our products are more affordable and more sustainable than their dairy equivalents.. This role requires strong coordination with internal departments, external logistics providers, and customers to drive operational excellence, timely delivery, and continuous improvement in service levels.About you!1.Order Management & Fulfilment:Manage the full cycle from order receipt to delivery at customer's named place, in alignment with INCO terms and customer requirementsEnter and acknowledge customer orders within 24 hoursProvide weekly reviews of open orders / shipments to internal stakeholders through a shipment trackerCoordinate with production and planning to ensure timely manufacturing and shipment readinessMaintain up-to-date order data including pricing, assortment, and documentation in line with SOPsShipping, Logistics & Customs:Coordinate shipments with 3PL providers, ensuring efficient use of transport (e.g., full truckloads)Issue invoices, packing lists, and all necessary customs documentation to ensure on-time clearance and deliveryMonitor shipment progress through to proof of delivery (POD) and maintain documentation accuracyClaims & Quality Management:Acknowledge customer claims within 24 hours and log in the claims databaseInvestigate and close all claims within the month of receipt, either through credit/debit notes or escalation to the QA teamRelationship & Stakeholder Management:Act as the single point of contact for internal and external stakeholders regarding order delivery and claimsBuild strong customer supply relationships to better understand specific needs, identify improvements, and update SOPs accordinglyDevelop operational relationships with key contacts at distributors, factories, and logistics partnersLead root cause investigations of service issues and implement corrective actions to drive process improvements and reduce complexityService Level Monitoring & Reporting:Define and monitor monthly Service Levels (SL), with a target of 95%Provide detailed SL reports, flagging all losses with root causes and escalating to Demand or Supply Planning if requiredReport freight and transportation costs to the Finance team monthly, ensuring accuracy and alignment with budget tracking and tender rateTrack and follow up on any discrepancies or cost deviations with logistics providersEssential Skills, Knowledge, and .Minimum of 3 years' .Strong understanding of order-to-cash processes and INCO termsKnowledge of international trade compliance and import/export documentationProficient in ERP systems (SAP preferred), Microsoft ExcelStrong coordination and stakeholder management skillsProficiency in international trade regulations and customs proceduresAbility to analyze data and drive service improvement actionsExcellent communication in English (written & verbal)What's next?If you recognize yourself in this profile, please hit the apply button now and submit your application. We prefer to receive your application before30th May 2025.We understand your resume might not be up to date and recommend that you apply with what you have or your LinkedIn Profile. Flora Food Group is dedicated to building an inclusive and diverse workplace, we understand that you might not meet all the requirements stated in the description, but we encourage you to apply anyway. You might be the right candidate for this role or other roles.Flora Food Group is an employer committed to diversity and inclusion in the workplace and equal opportunities for all. We recruit based only on values, qualifications, performance, skills, behaviours, . We ensure .No personal characteristics should be a barrier to joining Flora Food Group. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other personal characteristics.