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Supply Chain Customer Service Supervisor

2 weeks ago

مصر, Egypt PepsiCo Full time

Overview:

- Establish and lead a new order management team
- Drive strong KPI performance (VF, OTIF, Cost), increase customer centricity thinking and execution in our teams with a E2E mindset, mirroring our local organization
- Crucial/critical link between Cairo Customer Support organization and local/MU CS response coordinator to secure flawless execution in 0-2 weeks horizon
- Support MU Supply Chain in daily business, as well as supporting on tasks linked to order management and business systems support & incident management.
- In addition, the lead will play a key role within the wider team to bring together simplification of processes, looking for continuous improvements and ways to improve the GBS deliverables for MU and other markets

**Responsibilities**:

- rovide and interface between customers and internal for **excellent order management**:

- Managing the day-to-day activities of whole order management team to ensure **satisfactory** **service level **and standard processes are followed in a accurate & timely manner
- Responsible for **recruiting** new team members and provide onboarding to them
- Day-to-day **people management** and building **team** **capability**, empowering team members with skills to improve their confidence, product knowledge, and communication skills
- Ensure relevant order management **GCS controls** executing by team
- Develop **winning relationships** with key stakeholders within SC function and relevant MU teams, embedding GBS services within the organization
- Act as **a point of contact** and trusted business partner for Supply Chain team, participating in standard operational **review calls** with key stakeholders and Business Leaders
- Take accountability for **Bank Holiday/Festive planning and planned system downtime** with the relevant orders & deliveries moved correctly to ensure continued service levels
- ** Problem solving** and performance improvement related to order management
- Support the HUB Lead with all **initiatives to improve** GBS service offerings
- Developing and implementing a timeline to achieve** targets, d**elegating tasks to team members, set clear team goals
- Motivating the team **to achieve** organizational **goals**:

- Conducting **performance reviews**:

- Contributing to the **growth** of the company through a **successful team**:

- Creating a pleasant working environment that **inspires the team**

Qualifications:

- **3-5 years Customer Service management experience in FMCG demonstrated via managing and coaching a team**;
- **Fluency in English** (both verbal and written), French / Dutch is a plus
- Bachelors in Business / Accounting /Economics / Statistics / Mathematics / Engineering
- Demonstrated digital experience with MS Excel & Office kit, SAP knowledge preferred
- Ability to lead by example; coaching and mentoring to facilitate the production of a team that is self-sustainable, robust, efficient and innovative
- Strong & positive influencing skills
- Relationship building
- Motivating a team
- High drive for results for self and the ability to drive others to achieve the same level
- Great team player across all functions
- 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.
- Able to effectively prioritize and manage own time to reach set deadlines. Works well under pressure, with the ability to multi-task.
- Able to demonstrate high levels of flexibility across in and outside of office hours.
- Excellent attention to detail in all aspects