LOGISTICS AND CUSTOMER SERVICE OFFICER

Position: Logistics and Customer Service Officer

Position Type: Full Time

Reports to: Planning and Distribution Manager

DESCRIPTION

The Logistics and Customer Service Officer role is responsible for processing customer orders, coordinating freight and warehouse logistics, and maintaining accurate administrative records. Acting as a key liaison between customers and internal teams, this role ensures timely order fulfilment, clear communication, and operational accuracy.

A core focus is to ensure customer satisfaction by making sure goods are delivered on time and in good condition, while proactively addressing any issues that may arise. Success in this role requires strong attention to detail, the ability to manage multiple priorities, and a proactive mindset in a fast-paced, dynamic environment.

RESPONSIBILITES

Receive, process, and confirm customer orders accurately and on time.

Monitor and update customers on order status, delays, or changes according to the production schedule.

Coordinate the freight bookings from both Mexex and external storage site.

Work with the warehouse team to align on order fulfilment.

Process shipments, invoices and approved credit notes in the system accurately and on time.

Process pallet transfers in the system between Mexex, the transport company, and customers, ensuring accurate documentation.

Prepare and issue accurate delivery documents.

Maintain and update dispatch files to ensure accurate records of all outgoing shipments.

Act as the primary point of contact for customers regarding product availability, lead times, and delivery.

Prepare and send weekly reports to customers, providing updates on current orders in the system, upcoming production schedules, and available stock on hand.

Respond promptly to customer inquiries, complaints, or issues, and ensure these are effectively communicated and escalated to key internal stakeholders for timely resolution.

Build and maintain positive relationships with the customers.

Assist in investigating and resolving delivery errors, returns, shortages, and damaged goods.

Perform data entry for received goods, ensuring accurate recording of quantities, descriptions, and relevant documentation in the system.

Assist with stocktake and inventory control, ensuring accurate tracking of stock levels and supporting inventory management processes.

Support continuous improvement efforts in customer service and logistics processes.

Other data entry and administration requirements as requested

Provide front desk support by greeting visitors, answering incoming phone calls, and directing them to the appropriate personnel.

Manage the hire and dehire of pallet materials by liaising with the warehouse team and external providers

REQUIREMENTS

Experience or understanding of logistics or supply chain processes.

Previous experience in customer service or administration (preferred but not essential).

Strong attention to detail and accuracy in data entry and record-keeping.

Good communication and interpersonal skills, with the ability to liaise across departments and with external partners.

Ability to manage multiple tasks, set priorities, and meet deadlines in a fast-paced environment.

Comfortable using Microsoft Office (Excel, Outlook, Word); experience with ERP systems is an advantage.

Team player with a proactive, flexible, and problem-solving approach.

Willingness to provide front desk/reception support as required.

A positive attitude with a strong focus on customer satisfaction and service delivery.