Customer Service & Logistics Executive - Chemicals

Customer Service & Logistics Executive - Chemicals

Location: New Cairo

Department: Customer Service

Reports To : Plant Manager

About the Role

The Customer Service & Logistics Executive is responsible for managing end-to-end customer service operations and coordinating local and export logistics activities to ensure timely and accurate order fulfillment. The role acts as the primary point of contact between customers and internal departments, ensuring excellent customer experience while maintaining compliance with company policies and Egyptian export regulations.

Key Responsibilities

Customer Service

• Manage customer accounts and master data in SAP.
• Create and maintain customer pricing based on approved pricing sheets.
• Receive, process, and confirm customer orders in SAP.
• Review Letters of Credit (LCs) and coordinate required amendments with customers.
• Monitor customer orders and provide regular status updates to key accounts.
• Prepare customer invoices and follow up on outstanding balances.
• Coordinate sample requests and monitor trial results with the sales team.
• Handle customer complaints and ensure timely resolution.
• Monitor and report On-Time In-Full (OTIF) and On-Time Shipment (OTS) performance.
• Maintain accurate records of customer interactions and transactions.
• Build and maintain strong relationships with customers while coordinating closely with Production, Planning, Purchasing, Quality, Finance, and Sales teams.

Logistics & Export Operations

• Coordinate all export shipments and local customer deliveries.
• Obtain competitive freight quotations while ensuring the best service, lead times, and payment terms.
• Coordinate with freight forwarders to ensure smooth shipment execution.
• Review freight invoices and monitor logistics costs.
• Evaluate freight forwarders' performance regularly.
• Ensure full compliance with Egyptian export regulations and shipping requirements.

Drawback & Export Subsidy Management

• Coordinate all documentation related to drawback and export subsidy claims.
• Liaise with contractors to ensure timely submission of required documents to the relevant authorities.
• Follow up on refund and reimbursement processes.
• Communicate progress and updates to internal stakeholders.

Key Performance Indicators (KPIs)

• On-Time In-Full (OTIF) Delivery.
• Customer Satisfaction.
• Order Processing Accuracy.
• Export & Local Shipment Performance.
• Freight Cost Optimization.
• Customer Complaint Resolution.
• Compliance with Export Regulations.
• Timely Processing of Drawback & Export Subsidy Claims.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain, Logistics, or a related field.
• 5–7 years of experience in Customer Service, Logistics, Supply Chain, or Export Operations within a manufacturing environment.
• Strong knowledge of SAP ERP.
• Good understanding of import/export documentation and Egyptian export regulations.
• Excellent command of written and spoken English.
• Proficient in Microsoft Office applications, particularly Excel.

Skills & Competencies

• Excellent customer service and communication skills.
• Strong planning, coordination, and organizational abilities.
• Attention to detail and accuracy.
• Analytical and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines.
• Relationship management and stakeholder coordination.
• High level of integrity, transparency, and compliance with company policies.
• Self-motivated with a proactive and customer-focused mindset.