International Logistics & Customer Service Coordinator

Tasks

• Customer service and order management (primary focus):
• Act as the main point of contact for assigned customers on orders, shipments and delivery questions.
• Receive and process customer orders; confirm ship dates, delivery requirements and order changes.
• Proactively communicate order and shipment status — including delays, shortages and damages — before the customer has to ask.
• Provide tracking information, delivery estimates and proof of delivery.
• Investigate complaints and discrepancies through to resolution; coordinate returns and replacement orders.
• International shipping and customs documentation:
• Coordinate inbound shipments from NTIC subsidiaries and outbound shipments to customers by ocean, air, parcel, courier and road freight.
• Prepare and check export/import documentation: commercial invoices, packing lists, certificates of origin and related paperwork.
• Work with freight forwarders and customs brokers to book shipments, resolve clearance issues and keep goods moving.
• Apply the correct Incoterms and customer-specific routing requirements.
• Obtain and compare freight quotations; flag consolidation and cost-saving opportunities.
• 3PL warehouse coordination:
• Release orders to the 3PL and follow up so they are picked, packed, labelled and shipped correctly and on time.
• Coordinate inbound receiving and verify received goods against shipping documents.
• Ensure customer-specific packaging, labelling and palletisation requirements are met.
• Resolve warehouse-related order and inventory discrepancies with the 3PL; support cycle counts and inventory accuracy.
• Systems and reporting:
• Keep order, shipment and inventory transactions accurate in our ERP and the 3PL’s WMS.
• Review open-order and shipment reports; identify what needs follow-up.
• Produce basic shipping, inventory and service-performance reporting.

The Role:

• This role owns the day-to-day movement of goods and the customer relationships that depend on it: inbound international shipments from NTIC subsidiaries worldwide, and outbound shipments from our 3PL warehouse to customers across the EU, UK and other markets.
• Because the team is small, the person in this role is the single point of contact for customers and for our freight forwarders, brokers and 3PL. Customer service and international shipping are the heart of the job — everything else supports them.
• What Success Looks Like: - In the first year, this role is measured on: on-time shipment and delivery performance, order and documentation accuracy, customer response time, speed of resolving shipment exceptions, inventory accuracy at the 3PL, and freight cost per shipment.
• Note for Recruiting Partners: - We know that a candidate who is strong in all of the above at once is rare. Please screen on the four points below and treat everything else as trainable:
• Real international shipping documentation experience — they have personally prepared or checked export paperwork.
• Genuine customer-facing experience — they are comfortable calling a customer with bad news.
• Fluent German and English.
• Suited to a small organisation — broad scope, no specialist support functions, hands-on.
• We are not looking for a manager, a trade-compliance specialist, or a warehouse operative. This is a coordinator role with wide scope and a matching compensation range; please discuss expectations early rather than presenting profiles above the band.

Profile

• Must have:
• 2–4 years of hands-on experience in international logistics, freight forwarding, export/import or logistics customer service.
• Practical working knowledge of export and import documentation and Incoterms.
• Direct experience communicating with customers, carriers, forwarders or brokers — by phone and email, not only through a portal.
• Fluent German and fluent English, written and spoken.
• Comfortable working in an ERP or WMS system and in Excel and Outlook.
• Organised, detail-oriented and able to follow items through to closure without being chased.
• Able to work independently in a very small team, with support from colleagues in a different time zone.
• Nice to have (not required — we will train):
• Experience working with a third-party logistics (3PL) warehouse provider.
• Ocean and air freight experience, including EU/UK import and export.
• Dangerous goods / ADR awareness.
• German logistics apprenticeship (Kaufmann/-frau für Spedition und Logistikdienstleistung) or comparable qualification.
• Additional European languages.

Additional Information