Samples Support Agent

Job Title:  Samples Support Agent

Report to: Customer Care Supervisor

Location: Tunis, Tunisia

Purpose of Position:                                                                                                                                                     

The Samples Support Agent will play a vital role in managing the end-to-end process of sample distribution, ensuring timely and accurate fulfilment of requests while maintaining strong coordination with internal teams and external partners. Reporting to the Customer Care Supervisor, this role will oversee the processing of sample orders, tracking shipments, maintaining inventory accuracy, and resolving any distribution challenges that may arise. The role will also focus on improving sample management efficiency, providing exceptional customer support, and ensuring alignment with company objectives to enhance the overall customer experience.

Primary Responsibilities:

Sample Order Processing & Fulfilment:

·       Manage and process incoming sample requests from customers, sales teams, and internal departments, ensuring all orders are accurately recorded and fulfilled within designated timeframes.

·       Work closely with warehouse teams and logistics providers to coordinate shipments, monitor delivery progress, and promptly address any delays or issues that arise.

·       Maintain detailed and up-to-date records of all sample orders, tracking fulfilment status and ensuring accurate reporting for business insights and process improvements.

Customer Support & Communication:

·       Serve as the primary point of contact for all sample-related inquiries, providing clear and timely updates to customers and internal teams on order status and product availability.

·       Collaborate with the customer care team to address any concerns or escalations, ensuring a seamless and professional customer experience throughout the sample distribution process.

·       Maintain accurate and organized documentation of customer interactions, feedback, and common queries to support ongoing improvements in customer service and response efficiency.

Inventory Management & Stock Control:

·       Monitor and maintain optimal inventory levels of product samples, ensuring stock availability aligns with demand and replenishment schedules are effectively managed.

·       Conduct regular stock audits to verify inventory accuracy, identifying discrepancies and coordinating with supply chain teams to resolve any stock imbalances or inefficiencies.

·       Work closely with procurement and warehouse teams to optimize stock rotation, minimizing excess inventory waste and ensuring efficient utilization of available samples.

Process Improvement & Efficiency:

·       Identify opportunities to enhance the efficiency of the sample request and fulfilment process, implementing best practices and new systems where necessary.

·       Support the development and integration of digital tools and tracking systems to improve order visibility, streamline inventory management, and enhance reporting accuracy.

·       Ensure compliance with internal policies and industry regulations regarding sample distribution, maintaining thorough records and adhering to all applicable guidelines.

Collaboration & Reporting:

·       Generate detailed reports on sample usage, distribution trends, and related costs, providing valuable insights to key stakeholders for informed decision-making.

·       Partner with marketing, sales, and product teams to align sample distribution strategies with promotional activities, ensuring samples are effectively utilized to drive business objectives.

·       Provide regular performance updates and insights to the Customer Care Supervisor, highlighting key operational challenges and recommending potential solutions for improvement.

Compliance & Quality Assurance:

·       Ensure all sample requests are thoroughly reviewed to meet company guidelines, quality standards, and regulatory requirements before dispatching to customers or internal teams.

·       Monitor compliance with internal policies and industry regulations related to sample distribution, ensuring all processes align with best practices and legal standards.

·       Collaborate closely with quality control teams to verify that all samples accurately represent the final product, maintaining consistency in formulation, packaging, and presentation.

Qualifications and Required Experience:

·       1-2 years of experience in customer service, order processing, logistics, or a related field, preferably within a e-commerce, or supply chain environment.

·       Previous exposure to inventory management systems, fulfillment processes, or warehouse operations is highly desirable.

·       Experience working in a fast-paced environment where multitasking, prioritization, and problem-solving skills are essential for success.

·       Strong organizational and time management skills, with the ability to handle multiple sample requests and prioritize workload effectively.

·       Excellent verbal and written communication skills, with a proactive and customer-focused approach to addressing inquiries and resolving issues.

·       Proficiency in Microsoft Office (Excel, Outlook, Word) and familiarity with order management, CRM, or inventory tracking systems.

·       High level of accuracy and attention to detail in processing orders, managing stock, and maintaining records.

·       Ability to work collaboratively with cross-functional teams, including sales, marketing, warehouse, and logistics partners, to ensure seamless sample distribution operations.