Senior Customer Service Representative – International Orders

About the role

We are looking for an experienced Senior Customer Service Representative to own the end‑to‑end order process for international customers. The role combines customer relationship management, order administration, export coordination and cross‑functional collaboration to ensure timely deliveries and high satisfaction.

Key responsibilities

• Serve as the primary point of contact for customers via email, phone and ERP systems.
• Manage the full order lifecycle—from receipt, processing and invoicing to shipment and delivery.
• Prepare and verify export documentation, ensuring compliance with trade regulations for shipments to Africa and Europe.
• Coordinate with freight forwarders, logistics providers and internal supply‑chain teams to meet delivery schedules.
• Handle complaints, claims and service issues, escalating when necessary and maintaining detailed records.
• Collaborate with Sales, Supply Chain, Warehouse, Finance and Production to resolve operational challenges.
• Identify recurring issues and propose process improvements.

Required profile

• Several years of experience in customer service, order management and international export operations.
• Strong understanding of export documentation and trade regulations.
• Excellent communication skills; Arabic or French language ability is a plus.
• Proactive, detail‑oriented and able to work across multiple departments.

Required skills

• Proficiency with ERP systems for order processing.