Supply Chain Customer Service Supervisor

1 week ago

مصر, Egypt PepsiCo Full time

Overview:

- Meet or exceed KPI’s through improving the day-to-day department operations / processes
- Be the Order Management Team’s escalation contact point for internal and external customers/teams
- Communication and influencing of internal departments - strengthening Order Management Teams profile in the Wider Business
- Responsible for the Line Management of a number of Associates

**Responsibilities**:

- Co-ordinate the Order Management Team on order entry across 7 days and a variety of order/delivery lead-times.
- Ensure orders are processed accurately, in a timely manner in adherence to a Customer EDI/Calling Plan timings
- Line Manage Customer Interaction Sr. Associates on a day 2 day basis, giving 1:1 time, performance reviews, coaching &
personal development
- Responsible for recruiting new starters and provide onboarding to them
- Coach team members in their technical capabilities development
- Create 7-day resourcing plans and service order fulfillment schedules
- In absence of Order Management Associates manage/cover the order entry of portfolio of customers and ensure orders are
processed in a timely manner with appropriate phone cover
- Take responsibility for Bank Holiday / Festive planning and planned system downtime with the relevant orders & deliveries
moved correctly to ensure continued service levels.Identify continuous improvement and process simplification opportunities
- Support Customer Interaction Associates in collaborating with their key Demand Planning/Commercial contacts
- Problem solving and performance improvement, incl. chasing Logictics / 3PL
- Play a system key user role in GBS order management team
- Design and maintain processes and SOPs
- Ensure GCS Controls executing in responsible area
- Support order management team on tasks linked to business systems support & incident management
- Own the KPI reporting & complete the tracker on a daily basis, communicate to the team to drive the culture of striving for
perfection.
- Attend the weekly Network call to represent the team and communicate to management successes and focus
points.
- Ensure collaborative working between 3PLs; prepare analyses and summaries for meetings with logistics and customer
sales departments (using the methodology and in customer units)
- Perform service level root cause analysis and action planning as requested by BU
- Work with Customer Interaction Associates to challenge current processes to increase efficiency and deliver greater customer
service; ensure that the necessary processes and infrastructure are put in place to train team
- Support the SC Customer Support GBS Lead with all initiatives to improve GBS service offerings
- Management of the incoming sale order IDOCS ensuring the root causes are identified and feedback to Customer Collaboration
team to prevent further occurrences
- Responsible for maintaining customer master data such as Listings & Exclusions, Material Determination and Customer Material
Info Records (CMIR

Qualifications:

- Excellent spoken and written English language knowledge
- Bachelors in Business / Accounting /Economics / Statistics / Mathematics / Engineering
- Line Management experience of 1 to 2 years
- Experience in Customer service / order management roles
- Demonstrated experience with MS Excel & order management systems; SAP experience is preferred
- Ability to lead by example; coaching and mentoring to facilitate the production of a team that is self-sustainable, robust, efficient

and innovative
- High drive for results for self and the ability to drive others to achieve the same level
- Great team player across all functions
- Highly effective customer service skills to maintain very good working relationships with internal and external customers.

Professional phone manner and the ability to handle escalation & conflict in difficult situations.
- Looks to overcome internal & external issues by developing effective solutions. Uses own initiative to resolve problems takes

preventative measures and seeks improvement.
- Demonstrates excellent oral and written communication skills in formal and informal settings.
- A very good knowledge of order-take, warehouse and stock management systems and ability to adapt to different systems and

processes.
- Demonstrates excellent oral and written communication skills in formal and informal settings.
- Able to effectively prioritize and manage own time to reach set deadlines. Works well under pressure, with the ability to multi-task

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