Job Title: Customer Care Export Coordinator

Location: Woodmead, South Africa (L'Oréal South Africa)

Department: Supply Chain / Logistics & Customer Care

Reporting To: Customer Care Supervisor

Job Purpose

The Customer Care Export Coordinator plays a pivotal role in ensuring the seamless execution of export orders from South Africa to various international markets (specifically Sub-Saharan Africa and other designated regions). This position acts as the primary interface between international distributors/subsidiaries, commercial teams, logistics providers, and customs agents. The successful candidate will manage the end-to-end order-to-cash export process, ensuring strict compliance with local and international trade regulations while delivering world-class customer service.

Key Responsibilities & Duties 

1. Export Order Management & Customer Service

•  Order Processing: Receive, validate, and process international export orders in SAP/ERP systems in compliance with commercial agreements and inventory availability.
•  Customer Interface: Serve as the primary point of contact for international customers, distributors, and internal subsidiaries regarding order status, lead times, and shipping schedules.
•  Issue Resolution: Proactively manage customer queries, claims, shortages, and returns, ensuring swift resolution and minimal disruption to the supply chain.
•  Credit & Invoicing: Coordinate with the Finance department to ensure correct pricing, credit checks, and timely generation of export invoices.

2. Export Documentation & Compliance

•   Documentation Preparation: Draft, compile, and verify all necessary export documentation required for custom clearance, including:
•  Commercial Invoices & Packing Lists
•  Bills of Lading (B/L) and Air Waybills (AWB)
•  Certificates of Origin (SADC, EUR.1, etc.)
•  SGS / Bureau Veritas inspection certificates (Pre-Shipment Inspections)
•   Phytosanitary and Health Certificates where required
•  Customs Compliance: Ensure all shipments comply with South African Revenue Service (SARS) customs regulations, as well as the import regulations of the destination countries.
•   Tariff Classification: Verify correct Harmonized System (HS) codes are utilized for all exported cosmetic and beauty products.

3. Logistics & Shipping Coordination

• Freight Forwarder Management: Liaise with freight forwarders, shipping lines, and transport providers to book cargo space (Sea, Air, and Road freight) and negotiate transport schedules.
•  Cross-Border Logistics: Coordinate Road freight transport across African borders, ensuring transporters have correct transit documentation (e.g., CN2, SADC certificates) to avoid border delays.
•   Warehouse Coordination: Partner with the distribution center/warehouse teams to plan loading schedules, container packing, and ensure precise labeling of export cargo.
•  Tracking & Visibility: Track shipments from departure to final delivery, providing proactive milestones and ETA updates to international consignees.

Requirements & Qualifications

Education & Experience

•  Degree/Diploma: Bachelor’s Degree or National Diploma in Logistics, Supply Chain Management, International Trade, or a related field.
•   Experience: Minimum of 3 to 5 years of experience in export administration, export customer care, or international logistics within the Fast-Moving Consumer Goods (FMCG), cosmetics, or pharmaceutical sectors in South Africa.
•   Systems Knowledge: Strong proficiency in SAP (specifically SD/MM modules) is highly advantageous. Advanced Excel skills are required.

Technical Competencies

•  Incoterms: In-depth understanding of Incoterms® 2020 and their application to cost and risk responsibility.
•  Regulatory Knowledge: Deep understanding of SARS Customs procedures, export controls, and regional trade agreements (SADC, SACU, AfCFTA).
•  Documentation Expertise: Proven experience handling cross-border road freight documentation into Southern and Eastern Africa (e.g., Zimbabwe, Zambia, Mozambique, Kenya).

 Soft Skills & Attributes

•   Communication: Exceptional written and verbal communication skills to manage relationships across diverse cultures and geographies.
•  Problem-Solving: Strong analytical and troubleshooting skills to navigate unpredictable transit delays or customs queries.
•  Organization: High attention to detail with the ability to manage multiple shipping files simultaneously under tight deadlines.
•  Resilience: Ability to remain calm and structured in a fast-paced, high-pressure logistics environment.

 Key Performance Indicators (KPIs)

•  Order Fill Rate (OTIF): On-Time-In-Full delivery of export orders to destination markets.
•  Documentation Accuracy: Zero shipping delays or customs fines due to document errors or omissions.
•    Lead Time Optimization: Minimization of border transit times and port dwell times through proactive planning.
•   Customer Satisfaction: Responsiveness and query resolution times for international distributors/subsidiaries.
• Cost Control: Accuracy in checking freight invoices against agreed tariffs to avoid logistics overspend.

Who We Are

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €42 billion consolidated sales. Together, we solve complex challenges on a scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet.

We’re committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The Group strictly prohibits discrimination against any applicant for employment because of the individual’s gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.