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Customer & Logistics Partner
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Position Details
REPORT TO
Senior Director, EU Operations
RESPONSIBILITIES
Order management
• Receive, verify and process customer orders via various channels.
• Ensure that all orders are correctly recorded in the company's order management system.
• Coordinate with internal departments (planning, logistics, quality) to ensure product availability and order compliance.
Logistics coordinator
• Plan and monitor the dispatch of orders in collaboration with the logistics department.
• Inform customers of order status and any changes to delivery times.
• Manage returns, exchanges and refunds in compliance with company policies.
Customer service
• Act as the main point of contact for customers regarding their orders.
• Respond promptly to customer inquiries and resolve order-related issues.
• Maintain clear and professional communication with customers throughout the ordering process.
Order administration
• Maintain up-to-date order files, including purchase orders, invoices, and shipping documents.
• Produce regular reports on order status, processing times, and overall performance.
• Participate in forecast meetings
Process improvement
• Identify inefficiencies in the order management process and propose solutions to improve them.
• Participate in the implementation of new methods or technologies to optimize order processing.
Communication
• Working closely with the commercial, production, logistics, quality and finance teams to ensure a smooth workflow.
• Facilitate communication between different departments to resolve potential problems before they affect customers.
Overall, Comply with Phibro internal/external controls, policies and product regulations,
EDUCATION
• Diploma, vocational training (apprentice) or appropriate professional experience can be substituted.
• Ideally have a qualification in logistics or supply chain.
EXPERIENCE
• Minimum 3 years' experience of customer service and/or logistics in B2B (Business to Business) product sales.
• Logistics experience ideally in the Pharmaceutical sector or Animal Health/Nutrition.
• Experience with logistics/planning systems e.g. JD Edwards.
CORE COMPETENCIES
• Customer-focused with exceptional interpersonal skills for effective stakeholder communication.
• Flexible to business needs including availability to support by exception out of hours emergencies.
• Proficiency in English/French (spoken and written); additional languages are advantageous.
• Strong communication and conflict resolution skills.
• Demonstrated problem-solving abilities and meticulous attention to detail.
