Export Customer Service/International Logistics Coordinator

About the role

The Export Customer Service/International Logistics Coordinator is responsible for managing international customer orders from order receipt through final shipment while ensuring all commercial documentation is accurate, complete, and compliant with destination country requirements. This role serves as a key liaison between customers, sales, supply chain, logistics providers, customs brokers, and internal teams to ensure timely order fulfillment and seamless global distribution.

What you'll do

· Manage the complete order lifecycle for international customers, including order entry, validation, allocation & shipment coordination.

· Review customer purchase orders for accuracy, pricing, shipping requirements, and compliance with customer agreements.

· Coordinate with Supply Chain, Production Planning, Inventory Control, and Warehouse teams to ensure product availability and timely shipment execution.

· Monitor open orders and proactively communicate delays, shortages, and potential service risks to customers and internal stakeholders.

· Maintain accurate order status updates within ERP systems and customer portals.

· Facilitate order modifications, cancellations, returns, and customer inquiries while ensuring minimal disruption to operations.

· Track shipment milestones and provide customers with status updates, estimated delivery dates, and shipping documentation.

· Ensure documentation accuracy and compliance with destination-country regulations and customer requirements.

· Coordinate with warehouse, freight forwarders, customs brokers, and carriers to support export clearance activities.

· Validate HTS codes, country of origin information, and product descriptions used on export documentation.

· Prepare and review all international shipping and export documentation, including:

• • Commercial Invoices
  • Packing Lists
  • Certificates of Origin
  • Free Trade Agreement documentation
  • Shipper's Letters of Instruction (SLI)
  • Bills of Lading
  • Export Declarations
  • Dangerous Goods documentation (when applicable)
  • Country-specific import/export documentation requirements

Customer Service & Communication

• Serve as the primary operational contact for assigned international customers.
• Build strong customer relationships through proactive communication and responsiveness.
• Resolve order-related issues, documentation discrepancies, shipping delays, and customer concerns in a timely manner.
• Collaborate with Sales, Finance, Logistics, and Customer Operations teams to support customer needs and operational objectives.
• Participate in customer meetings and provide updates on order status, service performance, and operational initiatives.
• Identify opportunities to improve international order processing efficiency, documentation accuracy, and customer service performance.
• Develop and maintain standard operating procedures related to international order management and export processes.
• Support ERP, EDI, and system enhancement initiatives to improve operational effectiveness.
• Assist with process automation and reporting efforts to increase visibility of international orders and shipping performance.

Qualifications

• 2-5 years of experience in customer operations, international order management, logistics, or export coordination.
• Experience working with international shipping documentation and export compliance requirements.
• Experience with ERP systems such as Sage X3, SAP, Oracle, Microsoft Dynamics, or similar platforms preferred.
• Strong understanding of international shipping processes and Incoterms.
• Knowledge of commercial export documentation requirements.
• Familiarity with customs regulations, freight forwarding, and global transportation practices.
• Proficiency in Microsoft Excel, Outlook, and Microsoft Office applications.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy.
• Strong attention to detail and commitment to customer satisfaction.