Supply Chain Customer Claims Analyst

2 weeks ago

New Cairo, Egypt PepsiCo Full time

Overview:
**About the role**:
We are looking for a proactive and detail-oriented **Supply Chain Customer Claims Analyst** to join our team in Cairo. In this role, you will manage customer **claims, returns, refusals, and penalties** while ensuring issues are resolved quickly and effectively. You will be a key point of contact for customers, Sales, 3PL partners, and internal teams, helping us deliver the highest standards of service within the **French Business Unit**.

**Responsibilities**:
**What you’ll do**:

- ** Claims & Returns Management**
- Manage customer claims related to product returns, refusals, damages, or order errors.
- Coordinate with Sales, delivery drivers, and warehouses to secure timely and accurate resolution.
- Ensure proper documentation, approvals, and system updates for returns and credits.
- ** Penalty Handling & Reporting**
- Review and analyze penalty claims from customers to identify root causes.
- Maintain and improve penalty tracking tools and provide analytics for continuous improvement.
- Process validated penalties and consolidate monthly reports for budget monitoring.
- ** Process & Continuous Improvement**
- Develop, update, and maintain **SOPs** for claims and order management.
- Ensure process compliance across operations and manage change requests for updates.
- Collaborate with cross-functional teams (3PL, cost accounting, Sales, customer services) to improve efficiency and customer satisfaction.

Qualifications:
**What we’re looking for**:

- ** Proficiency in English and French (C1)** - written and spoken.
- ** 1 year of experience** in customer service, order management, or claims handling.
- ** Bachelor’s degree in Business, Supply Chain, or a related field**
- Strong **stakeholder management skills**, with experience working with customers and cross-functional teams.
- ** Intermediate Excel and Microsoft Office** skills.
- Knowledge of **SAP/MRP systems**

**Why join us?**:

- Play a key role in ensuring a smooth and reliable **customer claims experience** across the French BU.
- Gain exposure to **international operations, 3PL collaboration, and customer service excellence**.
- Work in a dynamic, multicultural team with opportunities for professional growth.
- Be part of a company that values **continuous improvement, ownership, and customer focus**.

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