Export Customer Service

Key Responsibilities:

1. Order Management:
   • Receive and process customer orders in the SAP system.
   • Validate order accuracy and completeness in accordance with customer contracts and internal policies.
2. Order Follow-up & Sales Coordination:
   • Monitor and follow up on order status.
   • Coordinate with the Sales team to compare actual orders versus the sales plan and investigate discrepancies.
3. Regulatory Compliance & Specifications:
   • Ensure compliance with approved artworks and product specifications per each country's regulatory requirements.
   • Coordinate with Regulatory and Artwork teams as needed.
4. Supply Chain Coordination:
   • Liaise with the Supply Planning team to ensure product availability and timely production aligned with shipping deadlines.
5. Regulatory Documentation:
   • Initiate and follow up on CCR processes for shipments to unregistered countries.
   • Track progress of necessary approvals and documentation (BOM, CCR, production approvals).
6. Quality Assurance and Control:
   • Coordinate with the Quality Control (QC) team to obtain Certificates of Analysis (COAs) and other required documentation.
   • Collaborate with the Quality Assurance (QA) department to resolve quality issues and ensure timely product release.
7. Customer Complaint Handling:
   • Receive and log product quality complaints from export agents.
   • Work with QA to investigate, resolve issues, and communicate outcomes back to the customer.
8. Product Specification Adherence:
   • Ensure that all products are produced according to approved specifications and country-specific requirements.5