Customer Service Executive At Danone

PURPOSE OF THE ROLE

• Ensuring high performance on Order Management Cycle resulting in increase in product availability and faster response time in managing effective logistics.
• Effectively engage with distributors on order management
• Driving efficiencies in order’s management & contribution to improved customer service levels in terms of response time & product delivery
• Driving improvement in processing lead times for documentation

Responsibilities

• 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
• Follow up with supply points for packing lists & arrangement of the logistics (equipment, trucks, documentation, etc).
• 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
• Deploy tools for tracking of shipment from supply points to destination country
• Execute monthly air freight plans as per assigned supply points
• 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 & share with supply planning prior Rolling Forecast submission post month closing.
• Acts as the MM & EOM custodian & ensures a close follow up for month landing with CS team
• Owns update of the SC SOP with quarterly review & update in line with risk management

About you

Candidate Requirements

• Bsc in business, supply chain management or equivalent degree
• Prior experience in a supply chain role for minimum 1- 3 years, multinational experience is a plus
• Experience in a MNC company and/or managing a regional scope are a strong plus
• Strong excel skills and proficiency in SAP are a strong plus
• English & Arabic are a must

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