Job Details
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Job Description
Key Responsibilities:
- Customer Relationship Management:
- Serve as the main point of contact for international customers, distributors, and affiliates.
- Address inquiries, complaints, and service issues promptly and professionally.
- Order Processing & Fulfillment:
- Oversee end-to-end order management, from order receipt to final delivery and invoicing.
- Ensure alignment with regulatory, GMP/GDP, and QA/QC export requirements.
- Documentation & Compliance:
- Prepare, review, and manage all export documentation (invoices, CoA, B/L, packing lists, etc.).
- Ensure compliance with international trade regulations, INCOTERMS, and destination country requirements.
- Logistics Coordination:
- Coordinate with freight forwarders, shipping agents, and 3PL providers to ensure timely and cost-effective delivery.
- Monitor shipment progress and resolve logistical issues or delays.
- Cross-functional Collaboration:
- Work closely with planning, production, quality, regulatory, and finance teams to align export activities with internal operations.
- Support forecasting and supply planning for export markets.
- Process Improvement:
- Identify and implement process improvements to increase efficiency and customer satisfaction.
- Monitor key metrics such as OTIF (On-Time In-Full), lead times, and complaint rates.
Job Requirements
Qualifications & Experience:
- Bachelor’s degree in Business Administration, International Trade, Logistics, or a related field.
- 10+ years of experience in export customer service, preferably in the pharmaceutical or FMCG industry.
- Strong knowledge of international trade regulations, pharmaceutical export compliance, and documentation.
- Experience with ERP systems (e.g., SAP, Oracle) and customer service tools.
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