Export Controller

The Export controller is the interface between our organization and our clients in the export market. The Export Controller ensures correct paperwork is in place for shipments and their exporters so that the customer receive the product on time and in full. To fulfill the Export customer’s order, they must carry out all customer service activities such as resolving problems, responding to inquiries, and handling complaints, issues, and concerns, in a prompt, courteous and effective manner. Your purpose is to minimize the friction between clients and production, making dealing with our company effortless for clients.

To be successful in this role you will need to be meticulous, have a good attitude and drive for customer satisfaction. You should also have a mindset to deliver all areas of the job on time and in full.

**SPAN OF CONTROL**

This position will form part of the Exports Team and will report into the Head of Exports.

KEY ACCOUNTABILITIES & OUTPUTS
- An Export Controller will receive and collate customer export paperwork on D365.
- Export Controller is responsible for the allocation of stock to bookings and processing shipments in accordance with SOP.
- Work of the sales ticket automation program timeously, but also with good Business etiquette.
- Work towards and maintain the time expectancy on all tickets
- **Must be familiar with custom procedures for the different countries and be able to work with appointed routed agents and company operated services. (Air, Sea, and Road Transport)**
- Verifies and monitors schedule to ensure all orders have been scheduled correctly and the schedule changes do not impact the customer.
- Verifies product availability on all orders and communicates product shortages to customer.
- Liaise with planning regarding out-of-stock items.
- Selling of discontinued stock, strike your deal, waste accounts and parcel orders
- Coordinates special requests with traffic and operations, expediting order as needed.
- Traces orders as required and notify customers of any activity concerning account.
- Constant communication with internal departments e.g. Planning
- Ensure all required documentation is maintained and that filing is up to date
- **Problem resolution and constant and timeous customer feedback to ensure the needs of the customer are satisfied.**
- Receiving and processing customer complaints on the Replacement Procedure document for the Quality department
- Participate in short daily WIP meetings 2. Create and close cases in CRM or appropriate ERP solution 3. Enter details into CRM 4. Generate case or order acknowledgement.
- Export Controller will own all cases and will project manage them by gathering the required information to be able to complete the case.
- **Export Controller will not relinquish responsibility of cases to Export Project Co Ordinator. They will investigate the answer and if no resolution is found, they will escalate cases to Export Project Co Ordinator by creating tasks against the case they own.**

**REQUIREMENTS**:

- Minimum 5 years’ experience in a Exports Controller role or similar is required.
- Must have knowledge of the **different country’s requirements in terms of documentation.**:

- **Proficiency in Microsoft Office 365, D365 ERP is essential**:

- Must be flexible in terms of working hours (lunch breaks or staying late to accommodate shipping deadlines), think outside of the box.
- Proven track record in achieving monthly targets.

COMPETENCIES: INDIVIDUAL CONTRIBUTOR LEVEL

Valuing Differences - Working effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas from diverse individuals.

Work standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Earning Trust - Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges.

Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.

Customer Orientation - Placing a high priority on the internal or external customer’s perspective when making decisions and acting; implementing service practices that meet the customers’ and own organization’s needs.

Quality Orientation - Accomplishing tasks by considering all areas involved, no matter how detailed; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Safety Focus - Identifying and improving conditions that affect own and others’ safety, upholding safety standards.

Planning and Organising - Establishing an action plan for sel