International Logistics Customer Service Specialist

The Customer Services Specialist is the primary point of contact for all customer inquiries, complaints, and feedback. This role coordinates closely with the Operations, Marketing, and Product Development teams to resolve customer issues, particularly those related to delivery and service quality. When necessary, the Customer Services Specialist escalates issues to relevant departments for resolution and ensures that customer feedback is systematically collected and analyzed to improve services and future strategies. She is responsible for managing the flow of goods and services from supplier to buyer. She also needs to ensure that products arrive on time, in good condition, and at a reasonable cost.

Main Responsibilities:

-Understanding the international shipment processes (sea and air), terms, rules and documentation, controls, as well as exporting processes.
-Develop and implement plans, in coordination with the manager, to enhance customer loyalty and long-term relationships.
-Follow up with customers on their requests and orders, providing updates and ensuring their needs are met, resolving customer issues promptly,
and ensuring high levels of customer satisfaction. 
-Shipment rating considerations and controlling the related margin ratio. 
-Rendering all importing processes such as communications, ordering, related contracts, MOC/NTSW data registration and comments, PI controls
and operations, payment alignments, custom release alignments, and clearance of related commitments. 
-Performing related banking operations, currency allocations, and other required allocations.
-Analyzing trade and importation processes and recommending improvements to increase efficiency or reduce costs.
-Understanding the internal processes and regulations to be able to proceed with the suitable alignments to put precise orders for the suppliers. 
-Understanding the importing lead time and considerations to be able to mange the importing of the goods based on the schedules and on time.
-Ensuring compliance with applicable laws, rules, and regulations related to safety, security, environmental protection, etc. 
-Understanding the shipping documents and proceeding with the correct deliveries and controls.
-Performing the required insuring of the goods and related amendments or renewal.
-Stakeholder management (external and internal).
-Problem solving.
-Eager to learn.
-IT or Electronic commercial business experience is a privilege. 
-Fluent in English.