Customer Relations Coordinator

Job PurposeMaintains strong and effective relationships with customers to develop a thorough understanding of each customer’s business model and requirements. Monitors forecast reliability and coordinates customer order deliveries On-Time In-Full (OTIF) to ensure a high level of customer satisfaction.Job AccountabilitiesForecast Reliability & Customer UnderstandingAnalyzes and monitors customer forecast reliability. Develops a comprehensive understanding of customer requirements, including inventory levels, consumption patterns, and constraints, in order to improve forecast accuracy and delivery performance.Order ManagementReceives, verifies, and enters customer forecasts and orders accurately and in a timely manner into the information system. Provides confirmations, updates, and feedback to customers regarding order status and availability.Delivery Planning & CoordinationPerforms, follows up, and updates delivery plans based on customer orders and priorities. Coordinates with internal teams to optimize transit time and pick/pack/loading operations.Customer Requests & Claims CoordinationHandles customer extra orders and urgent delivery requests. Coordinates the customer claims treatment process, including product returns (reverse logistics), follow-up of action plans, and communication of feedback to customers.Preparation & Shipping Follow-upAdvises on preparation schedules and generates picking lists accordingly. Controls preparation progress, product labeling, delivery documentation, packaging, and truck loading to ensure compliance with customer and quality requirements.Delivery Validation & OTIF Monitoring Validates deliveries in the information system and communicates Advanced Shipment Notices (ASN) to customers. Monitors delivery accuracy (OTIF) and initiates corrective actions in case of deviations.Performance Monitoring & Continuous ImprovementPrepares, communicates, and reviews Outbound Logistics KPIs. Defines and supports continuous improvement plans for processes, procedures, and systems in line with Logistics Department and company objectives.Compliance & Additional ResponsibilitiesPerforms other duties or tasks as may be reasonably requested. Complies with Quality and EHS System requirements, corporate values, code of conduct, and non-disclosure agreements.