Customer experience specialist – africa & middle east

Entreprise

The Customer Experience Specialist is responsible for delivering a seamless, reliable, and high‑quality service experience to customers across the Africa and Middle East region. The role supports commercial, logistics, and operational functions by coordinating customer requirements, managing documentation and compliance processes, and ensuring effective communication with regional and global stakeholders. This position requires strong analytical skills, a solid understanding of international logistics, and the ability to collaborate in a multicultural, fast‑paced environment.

Poste

Key Responsibilities

• Serve as the primary point of contact for customers in the Africa and Middle East region, ensuring timely, accurate, and customer focused communication.
• Coordinate the end to end management of customer orders, including request validation, order processing, documentation accuracy, and on time delivery performance.
• Monitor order progress, identify delays or risks, escalate issues as needed, and implement corrective actions to ensure service quality.
• Review, analyze, and manage Letters of Credit (LCs), ensuring full compliance with international banking standards, commercial terms, and internal policies.
• Coordinate logistics operations for shipments originating in Africa and the Middle East, including warehousing, transportation, international freight, and customs processes.
• Support outbound shipments from the United States when required, ensuring alignment with customer expectations and regulatory obligations.
• Maintain continuous communication with internal teams in the Americas and Europe to ensure alignment on inventory, order fulfillment, customer priorities, and logistics status.
• Support the analysis, control, and accuracy of local inventory, reporting discrepancies and collaborating on process improvements.
• Assist in monitoring and controlling logistics and operational costs, contributing to visibility and cost efficiency initiatives.
• Manage customer complaints and claims, performing root cause analysis and implementing corrective and preventive action plans.
• Coordinate physical or documentary inspections (e.g., pre shipment inspection, compliance verification) as well as waiver requests, ensuring they meet the regulatory requirements of the destination country.
• Maintain accurate records of orders, shipments, inventory data, claims, documentation, and any additional customer related information.
• Identify and recommend continuous improvement opportunities across service, operational, and documentation processes.

Profil

Qualifications

·Bachelor’s degree in Business, Supply Chain, International Trade, or a related discipline (preferred; relevant experience may be considered).

·Proven experience in customer service, logistics, supply chain, or international trade roles.

·Strong knowledge of global logistics workflows, export/import processes, documentation, and customs regulations.

·Hands on experience with Letters of Credit and documentary compliance.

·Fluent in English, French, and Arabic (mandatory).

·Intermediate to advanced proficiency in Microsoft Excel, with solid skills in additional Microsoft Office applications.

·Strong communication, problem solving, and organizational skills.

·Ability to work independently while effectively collaborating with regional and global teams.

·Knowledge of regional regulatory requirements (e.g., PSI, SONCAP, PVOC, SASO, CIQ, etc.

·Experience coordinating with inspection agencies and government authorities.

• Ability to work effectively across diverse cultures and time zones.
• Strong negotiation and conflict‑resolution skills.
• High emotional intelligence and customer‑centric mindset.
• Experience working with standardized processes, SOPs, and continuous improvement.frameworks (Lean, Kaizen, ISO 9001).
• Strong analytical capabilities, including the ability to interpret logistics KPIs, customer trends, and cost drivers.
• Experience preparing operational or customer‑service performance reports.

Preferred Qualifications

·Experience working with ERP systems or logistics management platforms.

·Familiarity with CargoWise (highly desirable).

·Experience in industries involving complex international operations, compliance requirements, and high volume documentation.

KPIs:

·On‑time delivery rate

·Order accuracy rate

·LC compliance accuracy

·Customer satisfaction score (CSAT/NPS)

·Response time to customer inquiries

·Claim resolution cycle time

·Inventory accuracy %

·Documentation error rate