Job Purpose This position is responsible for being a liaison between the customer and the company. Provides quality service to customers above and beyond customer expectations. This position is responsible to process and coordinate the shipments for the International Export Customers orders. By being the primary contact for the customers assigned, the position has the responsibility to maintain the company’s image at all times, establishing and maintaining an excellent relationship with the customers. Ensures that customers receive a high level service by processing their orders and claims in an accurate and efficient manner considering each country import requirements. Coordinates customer’s solutions along with other functions. Acts as the primary customer contact regarding scheduling, shipping, pricing and receivables.
Key Accountabilities or Responsibilities
Manages customer accounts regarding Export orders for Caribbean & Central America receipt to delivery including generating proper export documentation, order fill, transportation planning, on time delivery monitoring, and supporting promotions, seasonal and new items.
Efficiently processes and records export orders in a timely/accurate manner following the customer’s instructions, thus providing optimum service. This includes the breakdown and optimization of those orders that are over/under a full load FCL, also manage Caribbean Customers orders LCL Less than Container Loads model.
Prepares booking request documents to the Freight Forwarder for further shipment coordination according to the customer’s instructions. Coordinate with affiliate Units & warehouse to ensure that the orders ship as requested.
Constantly monitors the availability of fresh product in order to ship according to freshness guidelines and customer requirements. Coordinates inventory transfers from different warehouses in order to supply the product needed. Close communication with Planning Team of any abnormal or exceptional demand.
Internal closing and invoicing of all export. International orders shipped within Mars period. Provide utmost support to the Sales Team and keep them informed of matters concerning their customers on an on-going basis.
Continues improvement of freight rates. Implementation of new carriers/new business according to sourcing strategy.
Identifies and implements logistics value stream improvements to reduce logistics cost, as well as optimizing transit times and facilitate logistics by leading workshops with multifunctional teams. Visit key customer and traveling will be required.
Monitors service performance and drives service improvement by analyzing root cause, recommending and implementing improvements to advance service performance by analyze and share KPI’s (Fill Rate, On time delivery).
Manage customer’s Accounts Receivables, following company policies to release orders considering receivables status, credit limit, etc. Generate logistics credit notes resolution of complaints.
Review and approval of freight related invoices and accrual requests where necessary in close communication with the Accounting department.
Close co-ordination with Marketing Department in context of new product launches, and with the SRA team to ensure the product is properly registered before shipment.
Close follow-up with the Demand Planner, sourcing factories & warehouses upon appropriate execution of all orders including correct related SAP maintenance for PO’s and SO’s (dates, products, quantities, conditions, reason for rejection, etc.)
Communicating with the Affiliates 3PL supplier or DCs, providing all necessary documentation and customs paperwork for outbound shipments.
Timely maintenance of any required information related with business operation
Provides backup support to other team members when needed
Functional Competencies
Planning - Essential
Logistics management – Advanced
Customer Focus - Advanced
Business Process Application – Advanced
Regulatory Compliance – Essential
Quality at Mars - Essential
Bachelor’s Degree or Equivalent in International Business, Logistics, Supply Chain.
2-4 years of work-related experience
English Fluency and Spanish.
Proficient PC skills (Microsoft Office) including Word, Excel, PowerPoint and Outlook
