Customer Services Admin -Exports

Purpose of the Role

To effectively manage and coordinate export orders for mining explosives products across cross-border and international markets, ensuring strict adherence to hazardous goods regulations, accurate transaction processing in SAP, and seamless execution of the end-to-end order-to-delivery process.

Key Responsibilities

End-to-End Export Order Management

• Accurately capture, process, and manage export sales orders in SAP, including order creation, PGI (Post Goods Issue), and invoicing.
• Ensure alignment of customer orders with plant availability, production schedules, and dispatch plans.
• Proactively monitor the full order lifecycle from order entry through to final delivery and Proof of Delivery (POD).
• Maintain visibility of order status and promptly address any deviations or risks to execution.

Hazardous Goods & Export Compliance

• Ensure full compliance with applicable dangerous goods regulations, including IMDG and IATA standards where relevant.
• Prepare, verify, and manage all required export documentation, including:
  • Commercial invoices
  • Packing lists
  • Dangerous Goods Declarations
  • Certificates of Origin
  • Bills of Lading / Airway Bills
• Ensure adherence to country-specific import and export regulations across SADC and other export regions.
• Collaborate closely with SHEQ and compliance teams to validate documentation and secure required approvals.

Logistics Coordination

• Coordinate export shipments across road, sea, and air in alignment with the Transport Management function and systems (e.g. Transport Management System (TMS)).
• Engage with transporters, freight forwarders, and clearing agents to secure bookings and ensure execution readiness.
• Track shipments end-to-end and proactively manage delays, border constraints, and route risks.
• Ensure accurate execution of dispatch processes, including alignment between physical movement and PGI.

Cross-Border & Stakeholder Management

• Serve as the primary point of contact for export customers and regional stakeholders.
• Collaborate effectively with internal functions including Planning, Logistics, Commercial, and Finance.
• Ensure strong alignment and communication with both internal and external stakeholders, including transporters, clearing agents, and depots.
• Facilitate clear and timely communication on order status, risks, and delivery expectations.

Invoicing, Revenue & Financial Control

• Ensure accurate and timely invoicing of all export transactions post-dispatch.
• Validate pricing, freight costs, and cross-border charges, including duties and clearing fees.
• Support Finance with queries related to revenue recognition, POD validation, and credit/debit adjustments.
• Actively monitor and resolve delays impacting billing, including PGI and POD-related issues.

OTIF & Performance Management

• Monitor and drive On-Time In-Full (OTIF) delivery performance in line with business targets.
• Identify risks to delivery timelines and implement proactive mitigation actions.
• Maintain accurate and up-to-date reporting on order status, delivery performance, and exceptions.
• Contribute to continuous improvement initiatives within the Order-to-Cash (O2C) process.

Risk, Compliance & Process Governance

• Identify, assess, and escalate process gaps, non-compliance, and operational risks (including SOP gaps).
• Ensure strict adherence to internal SOPs, governance frameworks, and audit requirements.
• Drive a culture of compliance, accountability, and continuous improvement.

Minimum Requirements

• Grade 12 (Matric)
• Diploma or Degree in Logistics, Supply Chain, or a related field
• 3–5 years’ experience in export customer service, preferably within mining, chemicals, or explosives industries
• Strong working knowledge of SAP
• Experience with a Transport Management System (TMS)
• Solid understanding of dangerous goods handling and export regulations

Key Skills & Competencies

• Strong knowledge of cross-border logistics, with preference for SADC region experience
• High level of accuracy and attention to detail, particularly in documentation and compliance
• Ability to operate effectively under pressure in a high-risk, time-sensitive environment
• Strong stakeholder engagement and communication skills
• Proactive problem-solving and risk management capability
• Ability to manage multiple priorities, shipments, and deadlines concurrently

Key Performance Indicators (KPIs)

• On-Time In-Full (OTIF) delivery performance
• Export documentation accuracy (zero compliance deviations)
• Order processing and invoicing turnaround times
• Reduction in operational delays (border, PGI, POD)
• Customer satisfaction and service delivery levels
• Compliance with audit and governance standards

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