Senior Specialist, Customer Service

Role Overview

• Overlook E2E Order to Cash Cycle
• Ensuring timely accurate order entry and release, accuracy of product information, stock availability, pricing, trade terms for EMC Franchise Channel
• Drive customer satisfaction by consistently delivering high quality service and meeting service fulfillment measures as seen by partner’s lens
• Proactive data analytics on customer behavior trend and out of stock risks taking in account inputs from Demand Planning, Sales, Customer and Service Strategy to ensure efficient order fulfillment
• Optimize orders where logistical efficiency is required such as attainment of logistics trade terms (3PL), picking, pallet or vehicle allowances, or journey/route planning requirements exist
• Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF
• Manage EX works operations with adidas partners such as compliance with partner’s government laws and regulations
• Prepare and file export documentation PIs, commercial invoices, bills of lading
• Coordinate with freight forwarders, carriers, and other logistics providers to arrange shipment of goods and monitor shipment progress and resolve any issues that may arise, such as delays, damages, or missing items
• Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs
• Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external
• Support business by working towards both independent and team KPI’s to improve business standards, service levels and financial results such as (LC negotiation lead time – aging credit notes – order book conversion)
• Develop and review reports relating to order book KPI’s and transactional activities of the team
• KPI’s: Customer satisfaction and engagement, Customer Service Excellence (Automation, efficiency), CS SLA & Blueprints, LC Negotiation lead time, Credit and Claims resolution lead time

Requirements

• Minimum 6 years of experience in Customer service/ Exports/ Logistics role
• Excellent knowledge of Supply Chain and/or Logistics
• A high level of problem-solving ability
• Superior attention to detail and accuracy
• Customer Centricity
• Excellent communication skills and a proven ability to develop long lasting relationships
• Experience in working under pressure to meet deadlines and conflicting priorities
• Strong Microsoft Office skills are essential, PowerPI is a plus
• Strong ERP/SAP knowledge an added advantage
• Team player with high planning, organizing and reporting abilities
• Fluency in Arabic is a must
• French speaking is an added advantage.

Tech Stack

• ERP

Benefits

• Health insurance
• Flexible working hours
• Professional development opportunities