Customer Service Manager

5 months ago

مصر, Egypt Acino Full time

Acino is a Swiss pharmaceutical company, leader in advanced drug delivery technologies. We have a clear focus on selected emerging markets in the Middle East, Africa, the CIS Region and Latin America, and operate in some of the most dynamic countries of the world. We value courage, commitment, trust and empathy and provide an environment that supports initiative and effort. We are proud to be action-oriented and open-minded, with a strong focus on quality and product availability, even in remote and hard to reach areas of the world.

This position is based in **Cairo, Egypt **and will report directly to the** Head of Supply Chain**. The role reflects the face of the company in all interactions and Acino’s commercial relationship with the customer.

The role oversees the customer service operations as well in Egypt, within the main areas of focus, which are customer order management and fulfilment, ERP master data creation and maintenance (customer MD, commercial terms), and outbound transportation to distributors and wholesalers for Acino in Egypt, contributing to sales targets.

The position includes logistics management, which includes coordination with freight forwarders, preparation of importation requirements, and tracking of the financial requirements for freight and importation.

**Your Responsibilities will be**:

- Manage Demand Forecast process for Egypt and Demand analysis.
- Manage the monthly S&OP for the country by providing the necessary analysis for the market demand.
- Build, maintain, and manage Third Party relationships.
- Monitor Third Party performance and manage the daily operations.
- Member of Launch Execution teams representing the supply chain to manage the launch of new products.
- Monitoring the material procurement process and all logistics costs
- Support the change in Packaging materials artwork between Suppliers and internal departments (RA, QA, etc.)
- Maintenance of material master data (creation and enhancements of new products, deactivation of obsolete products, and master data maintenance in SAP).
- Manage Local Inventories and liaise with Production/distribution planning.
- Collection and creation of Sales order as per the company processes, policies, and lead times, and ensure agreed specific commercial and logistics conditions are accurately met (Incoterms, Payment Terms, prices, mode of shipment, etc.)
- Ensure all sales orders processed follow business agreed upon commercial terms (FOCs, discounts, payment terms) and well documented to later ensure compliance.
- Creation of all necessary commercial and transport documentation to allow on-time delivery operations at distributor/wholesaler side, in coordination with 3PL, Supply centers, finance and Customers.
- Perform order fulfillment activities to ensure that all orders are being communicated to 3PL, and continuously minimize risks of in-market sales disruptions.
- Ensure specific care for timely delivery of launch or tender shipments within the shortest lead-time possible in coordination with supply chain to avoid any delays or penalties if relevant.
- Pro-actively manage communication with key customers on any query / issue related to order management & fulfillment.
- Manage invoicing and organize transportation in an efficient and accurate manner contributing to To-Market-Sales financial targets achievements. Release and post sales to accounting on a daily basis to recognize accurate sales revenues.
- Ensure that customer complaints are being addressed and channeled as per the organization's responsibilities such as logistics, local quality functions and transport management.
- Assist in Customer satisfaction surveys activities and results analysis.
- Provide supply chain functions, controlling functions and business with accurate sales estimates on daily / weekly / monthly / quarterly reports and provide visibility on overall progress of sales commitments and identify financial risks.
- Manage and maintain accurate Intercompany & selling prices in SAP with close interaction with Regulatory Affairs, Controlling and Business functions, in line with internal control policies.
- Manage & maintain Accurate Customer and Product Master-Data

**Your Profile**:

- Bachelor’s degree in sciences, engineering, or business.
- University degree (Logistics/Supply Chain) or similar Supply Certification.
- Minimum 5 years’ experience in a similar supply chain function in the pharmaceutical industry.
- Advanced skills in Excel and professional experience in Microsoft Office, specifically MS Word.
- SAP experience is a must.
- Analytical skills and ability to handle multiple projects and deliver on tight deadlines.
- Experience of working in a cross-functional environment.
- Strong communication and influencing skills to be able to communicate (verbal and written) technical and non-technical information clearly to business partners and drive the decision-making.
- High level of intellectual curiosity, self-motivated to solv

  • Customer Service Specialist

    6 months ago

    مصر, Egypt Service First CX Full time

    **About Us** Service First CX is a World Class Multinational Company with strategic locations around the globe providing an elevated Customer Experience to benefit businesses with exceptional customer engagement. This is a full-time Job on-site for a Loan Specialist located in New Cairo. The Loan Specialist will be responsible for Handling all activities...

  • Customer Service Manager

    6 months ago

    مصر, Egypt Jobzella.com Full time

    Providing help and advice to customers using your organization's products or services; - Keeping accurate records of discussions or correspondence with customers;analyzing statistics or other data to determine the level of customer service your organization is providing. - Producing written information for customers, often involving use of computer...

  • Customer Service Manager

    5 months ago

    مصر, Egypt Orange Full time

    Holds accountability for the Quality of solutions provided to Customer - Acts as the customers' primary point of contact and an escalation point - Has awareness of overall and service management profitability of their customers - Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange - Work with the account...

  • Customer Service Manager

    6 months ago

    مصر, Egypt Orange Full time

    **votre rôle**: - Holds accountability for the Quality of solutions provided to Customer - Acts as the customers' primary point of contact and an escalation point - Has awareness of overall and service management profitability of their customers - Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange -...

  • Customer Service Manager

    5 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: - Holds accountability for the Quality of solutions provided to Customer - Acts as the customers' primary point of contact and an escalation point - Has awareness of overall and service management profitability of their customers - Proactively identify existing Customer needs, and opportunities and grow the customer relation with...

  • Customer Service Manager

    6 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: You are the preferred point of contact for Enterprise customers during the life of the contract, once the solutions sold are implemented and operational. You are responsible for the satisfaction of our customers thanks to the quality of the services provided by Orange under your supervision. You ensure the management of the quality of...

  • Customer Service Manager

    6 months ago

    مصر, Egypt JOBMASTER Human Capital Solutions Full time

    Establish a Customer Service Department Experienced in Customer Service Founded in 1995 by a group of young entrepreneurs, JOBMASTER initially started as a pioneering recruitment firm serving the Egyptian market from entry to executive levels. Gaining rapid acclaim throughout the years, from our enhanced knowledge and accumulated practical experience in the...

  • Customer Service Delivery Manager

    5 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: The SDM is a key customer facing role: - responsible for building, running and continuously improving the end-to-end delivery model for the customer portfolio of service - Act as single point of contact for the progress of all the activities related to the customer such as RUN, implementation, handover, etc - leads the following activity...

  • Customer Service

    5 months ago

    مصر, Egypt Amir Elbaz Full time

    **Job summary /purpose** The Customer Service Unit is the focal point of Amir corporation, serving customers’ needs and cross-sell Asal services. The Customer Service Team Leader is responsible for all customer service unit, handles customers’ inquires and the delivery of their needs, and ensure Amir policy and procedures are implemented. He/She ensures...

  • Customer Service

    5 months ago

    مصر, Egypt Amir Elbaz Full time

    **Job summary /purpose** The Customer Service Unit is the focal point of Amir corporation, serving customers’ needs and cross-sell Asal services. The Customer Service Team Leader is responsible for all customer service unit, handles customers’ inquires and the delivery of their needs, and ensure Amir policy and procedures are implemented. He/She ensures...

  • Customer Service Manager

    5 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: You are the preferred point of contact for Enterprise customers during the life of the contract, once the solutions sold are implemented and operational. You are responsible for the satisfaction of our customers thanks to the quality of the services provided by Orange under your supervision. You ensure the management of the quality of...

  • Customer Service Team Manager

    5 months ago

    مصر, Egypt Souq.com for E-Commerce LLC Full time

    5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates. - Demonstrated ability to build, develop and handle a group of people - Ability to support Business and provide solutions to customer pain points - Ability to handle complex and ambiguous scenarios - Ability to organize, prioritize and schedule...

  • Customer Service

    5 months ago

    مصر, Egypt Mister Window Holding Corp Full time

    **Description** We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for providing exceptional customer service, solving problems, and ensuring customer satisfaction.As a Customer Service Representative, you will play a huge role in maintaining positive...

  • Customer Service

    5 months ago

    مصر, Egypt Jobzella.com Full time

    Job Description: - Strong phone contact handling skills and active listening - Customer orientation and ability to adapt/respond to different types of characters - Excellent communication and presentation skills - Ability to multi-task, prioritize, and manage time effectively - Resolve product or service problems by clarifying the customer's complaint;...

  • Customer Service Director

    5 months ago

    مصر, Egypt Orange Full time

    Overall CSD Responsibilities - To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements). - Increase the value that Orange delivers to a customer, and deliver continual service improvement. Service Level Management - To be the Customer’s primary...

  • Customer Service Director

    5 months ago

    مصر, Egypt Orange Full time

    Overall CSD Responsibilities - To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements). - Increase the value that Orange delivers to a customer, and deliver continual service improvement. Service Level Management - To be the Customer’s primary...

  • Egypt Customer Service Assistant Manager

    5 months ago

    مصر, Egypt Unilever Full time

    **The company profile**: At Unilever you are more than your job title, you are part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We produce world-leading brands including Knorr, Dove, Axe, Hellmann’s and Omo, alongside...

  • Customer Service Director

    6 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer. This includes the following: - overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and...

  • Customer Service Director

    6 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer. This includes the following: - overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and...

  • Customer Services

    5 months ago

    مصر, Egypt Values Express Courier Company Full time

    Values Express courier urgent hiring for position of customer service representative work form home Must 1 to 2 year have pervious experiences in customer service representative Should speaking perfect in English writing and speaking Supports customers by providing helpful information, answering questions, and responding to complaints kindly please...