Targus is globally renowned as the market leading provider of products for the mobile professional. Targus continues to set the standards of excellence in protection, craftsmanship, and functionality of carrying cases and computer accessories. Targus has 45 offices globally and direct distribution in over 145 countries. Regardless of your needs, we at Targus are devoted to providing only the best product for our clientele.
Position Purpose:
To manage the order-to-delivery (OTD) process across EMEA customers, acting as a key interface between internal teams (Sales, Planning, Logistics) and external partners (LSPs and customers). This role blends customer service and logistics coordination to maximise fulfilment, revenue, and customer satisfaction
Position Context:
Team & Reporting Structure
* Member of the Customer Logistics team within the EMEA Operations department
* Reports to the Customer Service Manager, EMEA
* Works alongside regional peers to ensure consistent service levels and OTD performance across Europe, Middle East, and Africa
Stakeholders & Collaboration
* External: Distributors, Retail Customers, Logistics Service Providers (3PLs, couriers), Consumer Care Provider
* Internal: Sales Managers, ATP/Planning, Finance, Credit Control, IT, Warehouse Teams
Systems Used
* ERP: Currently Baan; transitioning to to Microsoft Dynamics 365 for order processing and fulfilment
* Excel: Used for reporting, exception management, and performance analysis
* NCR Portal System: For tracking non-conformances & discrepancy resolution
Role Impact
* Direct impact on revenue recognition through order fulfilment and shipment execution
* Supports achievement of key metrics: case fill rate, on-time delivery, perfect order
* Direct influence on customer satisfaction and repeat business via reliable service
Decision-Making Authority (DOA)
* Can independently resolve operational issues within defined guidelines
* Escalates service failures or large discrepancies to Customer Service Manager
* Proposes and implements process improvements with manager approval
Responsibilities and Accountability:
* Manage the order-to-delivery (OTD) process for a defined group of customers and/or countries, ensuring timely and accurate fulfilment
* Process and release all sales orders in line with agreed service levels to meet internal and external expectations
* Act as the primary operational contact for assigned accounts, delivering excellent service and support across the pre- and post-sales cycle
* Proactively communicate with customers and Sales Managers regarding delays, shortages, or fulfilment issues, ensuring full transparency and minimal disruption
* Collaborate closely with the ATP/Customer Planner to maximise case fill rate and revenue potential
* Coordinate with Logistics Service Providers (LSPs) to ensure timely and accurate picking, packing, and delivery, with a focus on OTIF performance
* Monitor LSP performance and actively challenge poor service or inefficiencies, driving improvements through regular feedback and escalation when required
* Leverage ERP system capabilities to streamline and improve the order fulfilment process; identify and eliminate recurring issues or bottlenecks
* Manage customer return requests (RMAs), validating eligibility and coordinating with Credit Control and LSPs to ensure smooth processing
* Handle all warranty order processing and act as the daily contact point for Targus’ third-party consumer care partner
* Investigate and resolve warranty-related escalations to ensure quick, customer-focused outcomes
* Respond to service-related queries from customers, Sales, or Credit Control using shared databases and LSP NCR platforms
* Provide cover and support for colleagues during periods of absence to maintain service continuity
Know How:
Essential Qualifications & Experience
* Fluent in English (spoken and written)
* 2–3 years’ experience in a customer-facing supply chain, order-to-cash, or logistics coordination role
* Proven track record of delivering high-quality customer service in a fast-paced, operational environment
* Strong working knowledge of the order-to-delivery (OTD) process and logistics workflows
* Experience working with Logistics Service Providers (LSPs) and coordinating across multiple internal functions (e.g., Sales, Finance, Planning)
* Comfortable working with ERP systems for order processing and fulfilment tracking
* Intermediate to advanced proficiency in Excel, Word, and PowerPoint (e.g., VLOOKUPs, PivotTables, filtering for exceptions)
* Ability to manage priorities under pressure while maintaining accuracy and customer focus
* Highly organised and self-motivated with a strong attention to detail and follow-through
Desirable Skills & Experience
* Additional European language (French, German, or Spanish) is a strong advantage
* Degree-level education or equivalent logistics/supply chain/customer operations qualification
* Familiarity with international shipping and export documentation (e.g., Bills of Lading, CMRs, Certificates of Origin/Conformity, Airwaybills)
* Previous experience supporting customers across EMEA markets
* Analytical mindset and ability to use data to influence outcomes and improve processes
* Strong interpersonal and influencing skills; able to work cross-functionally and externally with confidence
Core Competencies
* Proactive collaboration: Works cross-functionally with a sense of ownership—identifies issues early, involves the right stakeholders, and follows through to resolution
* Clear communicator: Shares updates concisely and consistently with internal and external contacts, ensuring clarity and alignment at all stages of the process
* Customer-first mindset: Committed to delivering a high standard of service while balancing customer needs with operational realities
* Initiative-driven: Actively seeks opportunities to improve process efficiency, prevent issues, and drive continuous improvement
* Organised and detail-oriented: Manages competing priorities effectively with strong personal organisation and follow-through
* Resilient and solutions-focused: Maintains composure under pressure and works constructively through ambiguity or challenges
At Targus we are an equal opportunity workplace. We value diversity in our workplace and believe it is pivotal in our pursuit. We encourage anyone with the talent to succeed in our available opportunities to apply.
We have an Agile Working Policy, which will allow you the possibility to choose working hours, respecting core hours.
Please answer the questions with honesty and integrity.
Please note that if you do not hear from us within 3 weeks of applying for the role, please assume that you have been unsuccessful on this occasion and we wish you all the best!
Agencies - When we require your assistance with our vacancies we will reach out to our PSL supply chain. Please be aware that we operate a very strict PSL policy. Please do not reach out to individual hiring managers.