Customer Service & Logistic coordinator

Customer Service & Logistic coordinator

Customer Service & Logistic coordinator 

IMCD Egypt

Role Purpose
To ensure excellent customer service and efficient logistics execution by managing customer orders, coordinating shipments, supporting supply chain operations, and maintaining seamless communication between customers, suppliers, warehouses, and internal stakeholders.
The role is critical in ensuring on-time delivery, operational efficiency, and customer satisfaction across assigned business segments.

Key Responsibilities
1. Customer Service Management
Receive, process, and monitor customer orders accurately and on time
Act as the main point of contact for customer inquiries related to:
Orders
Deliveries
Product availability
Complaints and claims
Provide proactive updates on order and shipment status
Coordinate with sales teams to ensure customer expectations are managed effectively
Ensure high service levels and customer satisfaction

2. Sales Order (SO) Processing
Create and manage Sales Orders in ERP systems (JDE or equivalent)
Verify pricing, quantities, payment terms, and delivery requirements
Coordinate order confirmations and delivery scheduling
Monitor pending orders and resolve system or operational issues

3. Logistics Coordination
Coordinate local and international shipments with freight forwarders and transport providers
Follow up on inbound and outbound deliveries
Support import/export logistics activities and shipment tracking
Ensure proper delivery planning with warehouses and transport partners
Monitor transportation performance and delivery timelines

4. Warehouse & 3PL Coordination
Coordinate with warehouse and 3PL providers to ensure:
Timely dispatch
Accurate stock handling
Batch and expiry control
Monitor stock movements and delivery execution
Support inventory accuracy and operational efficiency

5. Documentation & Compliance
Ensure accuracy of logistics and shipping documentation:
Commercial invoices
Packing lists
Delivery notes
Shipping documents
Support customs clearance documentation when required
Ensure compliance with company procedures and local regulations

6. Cross-Functional Coordination
Work closely with:
Supply Chain
Sales
Finance
Warehousing
Regulatory teams
Support business continuity through cross-functional backup within the team

Key Performance Indicators (KPIs)
On-time delivery performance (OTIF)
Order processing accuracy
Customer satisfaction level
Order cycle time
Delivery lead time adherence
Claims and complaint resolution time

Required Qualifications & Skills
Education
Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field

Experience
2-3 years of experience in:
Customer service
Logistics coordination
Supply chain operations
Experience in chemicals, FMCG, or industrial distribution is preferred

Technical Skills
ERP system knowledge (JDE preferred)
Good knowledge of logistics and order management processes
Strong Excel and reporting skills
Understanding of import/export procedures is an advantage

Soft Skills
Strong communication and coordination skills
Customer-oriented mindset
Problem-solving and multitasking abilities
Attention to detail and sense of urgency
Ability to work under pressure in a fast-paced environment

Key Competencies
Customer Focus
Accountability
Collaboration
Operational Excellence
Flexibility & Adaptability
Proactive Communication