Purpose & Overall Relevance for the Organization:
 
This diverse role will be responsible for a variety of commercial services primarily managing the allocated customer portfolio from order to cash cycle with excellent sales and operational planning.
 

Key Responsibilities:
 
•    Excellent sales and operational planning capabilities.
•    Ensure timely and accurate order entry and release of orders for processing. 
•    Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF.
•    Ensure accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
•    Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.
•    Provide assistance and support to internal partners including Sales, Marketing, Finance, SCM representatives relating to order processing.
•    Support business on delivery of sales and financial targets and objectives.
•    Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
•    Work towards both independent and team KPI’s to improve business standards, service levels and financial results.
•    Build constructive relationship with the customers and enhance the customer satisfaction.
•    Develop and review reports relating to order book KPI’s and transactional activities of the team.

 
KPI’s:
 
•    Speed of execution.
•    Customer satisfaction and engagement
•    Customer Service Excellence.
•    CS SLA & Blueprints.
•    Process enhancements & efficiencies.
•    Report enhancements.
 

Key Relationships:
•    Customers.
•    Sales Team.
•    SCM (Operations, Purchasing, OBF…).
•    Finance Team.
•    Marketing Team.
•    External Stakeholders (Forwarders, Banks…).
 

Knowledge, Skills and Abilities:
•    A strong customer service focus.
•    Excellent knowledge of Supply Chain and/or Logistics.
•    A high level of problem-solving ability.
•    Superior attention to detail and accuracy.
•    Excellent communication skills and a proven ability to develop long lasting relationships.
•    Experience in working under pressure to meet deadlines and conflicting priorities.
•    Strong Microsoft Office skills are essential.
•    Strong ERP/SAP knowledge an added advantage.
•    Team player with high planning, organizing and reporting abilities.
•    French speaking and Arabic is an added advantage.
 

Requisite Education and Experience / Minimum Qualifications:
 
•    University degree in Business and administration, Supply Chain or Logistics.