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Supply Chain Capability Associate Manager

2 weeks ago

القاهرة الجديدة, Egypt PepsiCo Full time

Overview:
As GCC Customer Service Manager, the role will be accountable for supporting the AMESA Supply Chain and Customer Service Leaders in the execution of Customer ordering processes across multiple teams and business units with a geographical complexity. This position will report to the SC Snr Dir CCC, KCC, VCC Lead. Responsibilities include delivering gold standard customer service to business units to drive top-line sales growth. This role will engage in regular consultation with the Business unit teams and other SC Europe leaders. System knowledge and enhancement will be expected along with coordination with BU partner technical support. Delivery of optimization and efficiency gains within the Customer Service team and Best Practice sharing between Business Units is expected.

Exceptional time management, organization, communication, and interpersonal skills are critical for this role. This role will additionally require building critical relationships with key team members both internally within the sector, the Global SC team, and across Business Units.

**Responsibilities**:
This management role will lead a team of 3-4 Customer Service Leaders who support the Customer Service Representatives (CSRs) across multiple locations and business units. This role is responsible for delivering gold standard customer service by ensuring day-to-day order processing and maintaining site performance metrics using standard processes and best practices.
- Ensure the Customer Service function continually optimizes staffing, schedules, and activities that enable timely and seamless order processing across the entire Supply Chain.
- Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all customers.
- Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology.
- Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency.
- Identify areas for improvement and close efficiency gaps regarding customer service and order processing.
- Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team.
- Understand RtM of each market
- Work with different stock/order strategies/technologies (VMI, EDI/ CMI, SAP, GRA etc)

Qualifications:

- Bachelor’s Degree in Business/Operations Management, Engineering, or applicable degree required. MBA preferred
- 5-10 years of Sales, Operations, Supply Chain experience preferred
- English written and verbal required, French nice to have
- People management experience is a must (+5)
- Working knowledge of order processing and order life-cycle in a dynamic Supply Chain
- Ability to positively influence teams outside of direct responsibility and across multiple business units
- Working knowledge of SAP solutions
- Ability to influence leadership and operate in a matrix environment
- Capable of leading a remote workgroup and being managed by a remote manager
- Utilize technical/functional knowledge that creates opportunities and solves business problems
- Strong strategic ability
- Ability to identify business issues and generate solutions
- Self-starter with attention to detail
- Solid verbal and written communication skills
- Ability to manage multiple competing priorities