Customer Service Executive At Danone Egypt
About the job
Danone MENA is looking for a a Dynamic Customer Service Executive for its Specialized Nutrition Business in the Gulf to be bases in Cairo, Egypt. This role will ensure high performance on Order Management cycle, resulting in an increase in product availability and faster response time in managing effective logistics, as well as engaging with distributors on order management , driving efficiencies in order management and improvement in processing lead time to documentation and contribute to improve the customer service levels in terms of response time and product delivery.
About The Role :
1- Key Accountabilities:
Customer orders management which incl. but not limited to receipt, review, process & archive
Order reconciliation process with distributors as per assigned markets to align order quantities, capture actions on received, planned or open quantities.
Follow up monthly on expected orders dispatch with supply planning
Always ensure accuracy of the Order to Cash system (R3) @ with a monthly validation process to match with master file
Manage complaints product returns, damages and claims
Market returns & warehouse expiry count limited
Tracking of shipments, follow up of customs clearance onto delivery customer warehouse
Follow up on unmoved shipments and shipments with longer than expected lead times
Deploy tools for tracking of shipment from supply points to destination country
Execute monthly air freight plans
Effectively communicate with internal & external stake-holders on orders status
Drive continuous improvements in customer service operations process to deliver efficiencies
Owns maintenance, tracking of master file & R3 review to communicate to customer service for update.
Owns update of the SC SOP with quarterly review & update in line with risk managemen
2- Key Performance Indicators:
Order reconciliation accuracy
100% accuracy in R3 & Master file
Discipline in process execution
Order management with customers (back orders, reconciliations)
Claim resolution within agreed SLA
Customer service performance improvement
Maintain & file SOPs
3- Job Dimensions:
Business impact (Value added of this role and contribution to the business (direct and indirect CANN impact, size of budget and/or headcount to manage): The role has a direct impact on business results as its KPIs directly affect the set targets.
Strategic contribution (leadership team membership, size and significance of portfolio to be managed, level of responsibility in the strategic planning process of the CBU, number and size of projects, etc.): The candidate should be a strategic thinker with the ability to develop a road map for the supply chain and route to market for 3 years.
Geographic scope of the job: Middle East Region, which includes Gulf, Levant, Saudi, & Emerging markets
Team management (size of team to hierarchically manage, local or remote management, national or international teams, diversity of skills and competencies managed): not applicable
Functional management (project leader or contributor, size of project team to manage, local or remote management, national or international teams, diversity of skills and competencies managed): will be required to contribute to international teams / projects
Main internal relations (size and function of the internal network (customers, peers, etc.) and the role of this position in these networks): The role involves a high level of interaction between internal stakeholders at the Middle East regional office and close collaboration with Supply Chain teams in Supply Points
Main external relations (size and function of the external network (HCPs, scientists, stakeholders, etc.) and the role of this position in these networks): Liaison with Distributors & 3rd party providers as required.
Education & professional experience:
1 year experience in a multinational FMCG and/or Pharma company is a strong plus, Fresh Graduate after careful consideration.
English is a Must.
Proficient in Excel and PowerPoint.
Primarily hands-on knowledge of local distributor management and supply chain management.
Fluent in English and Arabic.
Order to cycle management
Advance excel proficiency
Supply chain flow (upstream to downstream)
Value creation through cross functional management
Strong communication skills
Strong ownership & accountability
Clear understanding of full chain
Attention to details
Highly process / KPI driven
Strong interpersonal skills
Continuous improvement mindset
Able to absorb pressure
Strong analytical skills
Ideally, candidates should be open to move within the region or outside the region with Danone in 3-4 years if such an opportunity will arise which will contribute to his/her career growth.