Role Purpose

The Customer Service & Logistics Specialist plays a critical role in ensuring operational excellence and customer satisfaction across WaterWipes’ North American markets. This position is responsible for managing the end-to-end order fulfilment process, coordinating logistics, and maintaining compliance with customer requirements and vendor standards. By acting as a key liaison between customers, third-party logistics providers, and internal teams, the role ensures timely and accurate delivery of products, supports continuous improvement initiatives, and contributes to the overall efficiency and reliability of the supply chain. Success in this role directly impacts customer retention, service level performance, and the company’s ability to scale effectively in a competitive market. This role is based in the USA, with a preferred location in the PA/NJ/NY area.

Role Responsibilities

Customer Service & Order Management

Serve as the primary point of contact for U.S. and Canadian customers, ensuring timely and accurate responses to inquiries.
Manage end-to-end order processing, including entry, validation, and monitoring through to delivery.
Maintain accurate SKU data, including live and obsolete items, on customer accounts.
Support onboarding of new customers by reviewing vendor manuals and ensuring compliance with all requirements.

Logistics Coordination & Transport Planning

Coordinate domestic transportation for U.S. and Canadian customers with 3PL partners, ensuring cost efficiency and timely delivery.
Prepare and manage export shipping documentation, including Bills of Lading and proof of delivery for audits.
Monitor shipment status and proactively resolve delays or disruptions, escalating issues as needed.

Performance Analysis & Complianc

Track and report OTIF (On Time In Full) performance for the region, identifying root causes for missed targets and recommending corrective actions.
Ensure adherence to customer vendor manuals and compliance with retailer KPIs and standards.
Maintain accurate records for financial audits and regulatory requirements.

Cross-Functional Collaboration

Work closely with Commercial, Demand Planning, Quality, Production, and Warehouse teams to align on demand forecasts, project timelines, and service level expectations.
Represent Supply Chain in customer meetings and participate in store and warehouse visits to strengthen relationships and gather insights.

Continuous Improvement & Problem Solving

Identify recurring issues with customers or 3PL partners and propose process improvements to enhance service levels.
Participate in projects aimed at improving operational efficiency, reducing lead times, and optimizing cost structures.
Support S&OP reporting and contribute to monthly performance reviews.

General Responsibilities

Handle customer service inquiries via email and phone with professionalism and urgency.
Perform ad hoc duties as assigned by management to support business priorities.

This is not an exhaustive list and may be subject to change.

Qualifications, Skills & Experience

Essential (Non-negotiable

Minimum 5 years’ experience in FMCG Manufacturing Planning / Supply Chain / Logistics roles.
Strong customer service orientation and attention to detail aligned with high standards of quality and excellence.
Proven track record working effectively with cross-functional teams.
Multitasking and time-management skills, with the ability to prioritise tasks.
Excellent communication skills, both written and verbal English language.
Proficient with Microsoft Office.
Experience with ERP systems, especially SAP, Power BI.
Adaptive to changes and ability to handle high-pressure situations.
Ability to coordinate project work as part of a team.
Ability to work in a team environment as well as work independently/remotely with moderate direct supervision.
Openness to take on additional responsibility as needed and prescribed by the department manager.

Desirable (Value Adding)

Knowledge of U.S. retail compliance standards.
Experience with S&OP processes.
Familiarity with export documentation.

WaterWipes Competencies to perform the role

Accountability: Consistently delivers on commitments within agreed timelines and takes ownership of outcomes, learning from mistakes to improve future performance.
Decision Making: Makes timely, well-informed decisions by gathering relevant data and input from stakeholders; clearly communicates rationale and considers long-term implications.
Integrity: Demonstrates honesty and transparency in all interactions, upholding WaterWipes values and maintaining trust with internal and external partners.
Driving for Results: Maintains a proactive, can-do attitude, ensuring tasks are completed accurately and on time while adapting to challenges and maintaining high standards.
Teamwork: Collaborates effectively across functions, actively contributes to discussions, and supports colleagues to achieve shared objectives in a matrix environment.

Functional Competencies to perform the role

Customer Service Excellence: Provides exceptional service by resolving issues promptly, maintaining strong relationships, and ensuring compliance with customer requirements.
Supply Chain & Logistics Expertise: Manages order fulfilment and transport planning efficiently, ensuring OTIF targets are met and vendor standards adhered to.
Data & Systems Proficiency: Demonstrates strong capability in ERP systems (SAP), Salesforce, and reporting tools (Power BI) to manage performance and drive insights.
Problem Solving & Continuous Improvement: Identifies recurring issues, analyses root causes, and implements practical solutions to enhance efficiency and customer satisfaction.
Communication & Collaboration: Communicates clearly and professionally across time zones and functions, ensuring alignment on priorities and deadlines

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.

WaterWipes jobs

Customer Service & Logistics Specialist