Role Purpose:

The Export Customer Service & Logistics Coordinator plays a central role in delivering excellent customer service, accurate order fulfilment, and on-time export logistics across the EMEA+ region. This role ensures high-quality service delivery through effective order management, EDI accuracy, transport coordination, and strong collaboration with internal teams and external partners. The position supports the company’s growth by improving processes, strengthening 3PL performance, and enhancing customer satisfaction through continuous improvement and reliable KPI delivery. The role contributes directly to commercial success by ensuring orders are fulfilled efficiently, accurately, and in alignment with compliance and customer requirements.

Role Responsibilities

Customer Service & Order Fulfilment

• Deliver a first-class customer service experience by ensuring accurate, timely, and high-quality processing of all export customer orders, maintaining a strong service ethos aligned with WaterWipes’ standards.

• Act as the primary point of contact for customer and distributor enquiries, providing support across order status, EDI issues, delivery queries, documentation requirements, transport updates, and complaint resolution.

• Lead the onboarding of new customers, including major European retailers such as DM, Rossmann, and Müller, ensuring master data setup is accurate, delivery requirements are fully understood, EDI connections are validated, and all customer manuals and compliance documentation are reviewed and adhered to.

• Create, process, amend, and validate sales orders within the ERP system (SAP S/4HANA/AS400), ensuring 100% accuracy across pricing, quantities, delivery dates, and shipping instructions.

• Assess and resolve EDI exceptions promptly, ensuring clean order flow, minimising manual corrections, and escalating recurring issues to IT and Supply Chain Process Improvement teams. Collaborate with Commercial, Supply Planning, and Demand Planning teams to align order fulfilment with stock availability, product allocations, and customer priorities, especially for high-volume retail accounts. Monitor and manage SLA and KPI performance related to order accuracy, responsiveness, EDI success rate, documentation accuracy, and complaint resolution. Maintain accurate and compliant customer master data, including addresses, ship-to locations, delivery windows, pallet configuration requirements, and country-specific documentation rules.

• Manage returns and credit requests, ensuring root causes are recorded, and corrective actions are implemented to reduce repeat issues.

• Track, analyse, and report OTIF (On Time In Full) performance for the region, compiling lost sales analysis, late delivery causes, and recommendations for improvement.

• Drive proactive communication with customers during delays, stock shortages, or transport disruptions, ensuring expectations are managed effectively and professionally.

Transport & Export Logistics

• Plan and coordinate transport for export orders across the EMEA region, including FCL and LCL shipments, optimising routes, carrier selection, and consolidation opportunities to support cost efficiency and service excellence.

• Prepare and manage all export documentation, ensuring accuracy and country-specific compliance for commercial invoices, packing lists, dangerous goods documentation (where relevant), export certificates, declarations, and retailer-specific documentation.

• Schedule export bookings with freight forwarders and carriers, ensuring alignment with customer delivery windows, retailer booking systems, consolidation hub requirements, and loading capacities within 3PL sites.

• Monitor and track export shipments, proactively communicating updates, anticipated delays, or potential risks to customers, commercial teams, and internal stakeholders.

• Validate and approve transport invoices, ensuring accuracy of charges, correct classification of costs, and alignment with contracted rates.

• Record and allocate transport costs in internal systems, enabling transparent cost tracking by customer and region.

• Collaborate closely with 3PL partners to ensure efficient picking, dispatching, and documentation handling while continually improving performance in line with SLAs and KPIs.

• Support compliance with global trade regulations, ensuring documentation and processes adhere to customs requirements and internal controls.

Continuous Improvement & Cross-Functional Collaboration

• Champion continuous improvement initiatives, identifying opportunities to streamline export processes, reduce manual work, improve EDI success rates, and enhance inventory visibility for customers.

• Participate in cross-functional projects, including logistics optimisation, ERP enhancements, customer onboarding, and SOP development.

• Contribute to the creation, maintenance, and rollout of SOPs, ensuring processes remain standardised, scalable, and up to date with customer and regulatory requirements.

• Use data to drive decision-making, analysing trends in complaints, OTIF, stock allocation, and transport lead times to inform improvements.

• Act as a support partner to Commercial teams, providing insights on delivery performance, service risks, customer requirements, and logistical feasibility for new promotions or listings.

3PL Management & Operational Governance

• Monitor and manage 3PL performance, ensuring adherence to SLAs/KPIs regarding picking accuracy, dispatch timelines, documentation quality, and stock integrity.

• Lead issue resolution with 3PLs, escalating operational failures, identifying root causes, and implementing corrective actions.

• Support warehouse audits, ensuring processes related to picking, packing, palletisation, and export preparation are compliant.

• Provide feedback and performance updates to Supply Chain leadership, supporting vendor evaluations and improvement planning.

Qualifications, Skills & Experience

Essential (Non-Negotiable)

• Minimum 3 years’ experience in FMCG or a similar fast-paced environment within Supply Chain, Customer Service, Logistics, or Export Operations, demonstrating the ability to manage complex international order flows and service large retail accounts.

• Proven ability to deliver high-quality customer service to both distributors and major retailers, with strong communication skills, professionalism, and a customer-first mindset in all interactions.

• Demonstrated experience working with ERP systems (ideally SAP S/4 HANA or AS400) to process, amend, and manage customer orders, ensuring accuracy and full compliance with internal controls.

• Strong understanding of EDI order flows, including identifying, troubleshooting, and resolving EDI exceptions to maintain high automation and service levels.

• Hands-on experience coordinating export shipments (FCL/LCL), preparing compliant export documentation, and working with freight forwarders or 3PLs to ensure on-time dispatch.

• Experience managing orders, service expectations, and delivery requirements for major European retailers (e.g., DM, Rossmann, Müller) or similar high-standard retail customers.

• Ability to analyse data related to OTIF, service trends, customer complaints, and transport performance, providing insights that support decision-making and process improvement.

• Excellent verbal and written communication skills in German and English, with the ability to collaborate across Supply Chain, Commercial, Planning, IT, and 3PL partners.

• Proven ability to manage competing priorities, meet strict deadlines, and remain organised and calm under pressure, especially during operational peaks or service challenges.

• High accuracy in data entry, documentation preparation, and customer master data maintenance to avoid service failures or compliance issues.

• Comfortable working in a dynamic, evolving environment, with the ability to identify problems early, propose solutions, and adapt quickly to changes in demand, systems, or processes.

Desirable (Value-Adding)

• Knowledge of another European language is an advantage for wider regional support and communication.

• Exposure to leading or supporting projects such as customer onboarding, ERP upgrades, 3PL improvements, or SOP development.

• Experience applying continuous improvement methodologies (Lean, Kaizen, process mapping) to reduce manual workload or enhance supply chain efficiency.

• Experience working with Warehouse Management Systems, supporting stock accuracy, dispatch processes, or 3PL workflows.

• Comfort working across multiple teams, countries, and functions, with shared responsibilities and aligned objectives.

• Additional training or certification in supply chain, logistics, export compliance, or customer service is an asset.

Qualifications & Certifications

• Formal Education: Degree in Supply Chain Management, Logistics, Business Administration, International Trade, or a related field.

• Certifications (Advantageous but not required): APICS/ASCM (e.g., CPIM, CSCP), IATA/IMDG export training (where relevant), Logistics / Customs Compliance certifications o Lean Six Sigma Yellow Belt or higher

• Equivalency Statement: Candidates without formal qualifications may be considered if they have 5+ years of directly relevant professional experience demonstrating equivalent knowledge, capability, and impact within supply chain, logistics, or export customer service roles.

WaterWipes Competencies to Perform the Role

• Accountability: Consistently delivers on commitments with accuracy and timeliness, accepts responsibility for tasks and outcomes, and ensures issues such as EDI exceptions, delayed shipments, or documentation queries are owned and resolved without deflection.

• Decision Making: Makes timely, informed decisions using available data (e.g., OTIF, stock allocation, transport lead times), seeks input where valuable, and communicates the rationale clearly to internal and external stakeholders.

• Driving for Results: Demonstrates a proactive, “can-do” approach to achieving service levels, completing order and logistics tasks on time, and maintaining high quality, even during peak workload periods or supply chain disruptions.

• Integrity: Acts with honesty and transparency when communicating with customers, 3PLs, and colleagues; follows WaterWipes values; upholds compliance standards; and maintains accuracy in documentation and master data.

• Inspiring Others: Acts as a positive role model across the Supply Chain team by remaining resilient during challenges, encouraging a culture of continuous improvement, and recognising the efforts of others.

• Driving Performance: Highlights positive operational results, escalates issues promptly, sets clear expectations with 3PLs and partners, and contributes ideas that improve performance in logistics, customer service, and documentation accuracy.

• Managing Resources: Uses systems, tools, and available resources efficiently; prioritises workload to meet strict operational timelines; and adapts plans based on dynamic supply, transport, or customer needs.

• Driving Strategy: Understands how daily fulfilment activities impact long-term business goals; aligns actions to support strategic priorities such as retailer compliance, cost optimisation, improved OTIF, and customer satisfaction.

• Teamwork: Collaborates effectively across Commercial, Planning, Finance, IT, and 3PL teams; shares knowledge openly; listens to different perspectives; and contributes actively to cross-functional problem-solving and service recovery efforts.

Functional Competencies to Perform the Role:

• Export Logistics & Compliance: Demonstrates deep understanding of export requirements (FCL/LCL), customs demands, retailer-specific routing guidelines, and country-specific documentation, ensuring fully compliant and error-free export shipments.

• Order Management & EDI Accuracy: Uses ERP and EDI systems effectively to create, validate, and process orders with minimal error; interprets EDI exceptions, resolves them quickly, and maintains clean, efficient order flows.

• Customer Service Excellence: Delivers responsive, professional support to customers and distributors; manages complex service demands from large retailers (DM, Rossmann, Müller); and maintains positive relationships through clear, proactive communication.

• 3PL & Transport Coordination: Coordinates daily with 3PL partners and freight forwarders to ensure accurate picking, on-time dispatch, freight booking alignment, and full service compliance with KPIs and SLAs.

• Data Analysis & Reporting: Analyses OTIF performance, complaint trends, transport cost data, and system outputs to identify issues, recommend improvements, and provide timely reports that support business decision-making.

• Continuous Improvement & Problem Solving: Identifies inefficiencies within the order-to-delivery cycle, proposes practical solutions, and participates in projects to enhance EDI automation, export documentation quality, and service reliability.

• Retailer Compliance Management: Understands and adheres to strict retailer-specific requirements (e.g., pallet formats, delivery windows, ASN/EDI expectations), ensuring high service accuracy and avoiding chargebacks or service penalties.

• System & Process Discipline: Uses SAP S/4 HANA, AS400, WMS platforms, and internal tools with accuracy; follows SOPs meticulously and contributes to continuous improvement through feedback and SOP enhancements

Why work for us?
‘The WaterWipes Way’ is underpinned by our Values of: Bravery, Excellence & Respect
We look for individuals who will drive acceptable actions and behaviours that will reflect our vision and values.

WaterWipes offers all the benefits of an established global brand, along with the exciting possibilities of an organisation that lives and breathes change.

There are so many reasons to join us on our ambitious journey to becoming an iconic global brand. Check out our careers page to find out more !