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