Customer Service Executive

3 weeks ago


مصر, Egypt Danone Full time

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
- 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.
- 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.

About you
To be successful in the role you should ideally have:
**Education & professional experience**:

- Bachelor Degree.
- 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.

**Location**:
Cairo, Egypt.

**Languages required**:

- Fluent in English and Arabic.

**Functional Competencies**:

- Order to cycle management
- Distributor Management
- Advance excel proficiency
- Supply chain flow (upstream to downstream)
- Logistics management
- Value creation through cross functional management
- Project management
- Cost management

**Soft Skills**:

- Strong communication skills
- Strong ownership & accountability
- Clear understanding of full chain
- Attention to details
- Time management
- Highly process / KPI driven
- Strong interpersonal skills
- Continuous improvement mindset
- Team player
- Able to absorb pressure
- Strong analytical skills

**Mobility**:
About us
Danone is a world-leading food company operating in three business divisions: Fresh Dairy Products, Specialized Nutrition, and Waters.
Danone’s mission is Bringing health through food to as many people as possible and we want to invite people to join the movement for a healthier world. We recognize the power people have in impacting the world through their daily choices. Each time we eat and drink, we vote for the world we want to live in. We believe a healthy body needs healthy



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