Senior Customer Service Representative (CSR)

About the Role

Our client seeks a highly experienced Senior Customer Service Representative to oversee all stages of customer order management, ensuring outstanding service delivery across global markets. This role requires deep expertise in customer service, international logistics, export operations, and trade compliance, particularly handling shipments to Africa and Europe. Candidates proficient in Arabic or French will be favored.

Primary Responsibilities

• Serve as the main contact point for clients, providing timely and professional assistance via multiple channels such as email, telephone, and ERP platforms.
• Develop and maintain robust customer relationships to guarantee satisfaction and superior service.
• Address customer queries, order requests, and concerns swiftly and courteously.
• Manage orders from receipt through invoicing and delivery, ensuring strict adherence to company policies and SLAs.
• Coordinate with internal teams to smoothen order processing and resolve delivery challenges.
• Handle complaints, claims, and service issues by effectively liaising with relevant departments or escalating as necessary, maintaining comprehensive records of all interactions.
• Drive improvements by identifying recurring customer issues.
• Oversee export-related order fulfillment, ensuring alignment with international trade laws and meticulous preparation of export documentation.
• Communicate and collaborate with freight forwarders and logistics partners to ensure timely shipments.
• Liaise cross-functionally with Sales, Supply Chain, Warehouse, Finance, and Production teams to optimize product availability and enhance the customer experience.
• Maintain accurate documentation and ensure compliance with corporate standards and international trade regulations.
• Compile periodic performance reports on order status, service quality, and operational metrics.

Required Qualifications

• Bachelor's degree in Business Administration, International Business, Supply Chain Management, Logistics, or a related field.
• At least 8 years of relevant experience in customer service, order management, logistics, or export operations.
• Demonstrated ability supporting international clients within export-driven contexts.
• Solid knowledge of international trade compliance, documentation, and shipping procedures focused on Africa and Europe markets.
• Proficiency with ERP systems such as SAP, Oracle, or Microsoft Dynamics, along with Microsoft Office applications.
• Experience in collaborating with diverse teams in demanding environments.

Essential Skills

• Excellent communication skills, both written and spoken.
• Strong customer relationship management and service orientation.
• Outstanding organizational, multitasking, and time management capabilities.
• Attention to detail with accuracy in processing information.
• Strong analytical thinking and problem-solving abilities.
• Ability to perform efficiently under pressure and meet deadlines.
• Collaborative mindset with high accountability and professionalism.