Job Summary

Under the supervision of the Group Logistics Manager, the Group Customer Service Manager is responsible for managing the Sales order Processing across the Group companies. He/ she is the first key point of contact of the logistics function for taking a customer order, and processing the order till it gets delivered. This role requires working closely with Sales, Finance, Logistics and the Customers, and all other stakeholders involved in the order to cash process.

DUTIES AND RESPONSIBILITIES

• Receive and record all companies customers orders and transfer them to the relevant plant customer service Officers for treatment.
• Make sure sales order processioning (OTC) is implemented across all companies whenever sales happen.
• Follow-up daily sales orders are recorded in the NAV system, irrespective of whether they can be served or not.
• Ensure finished goods pricing is updated on the NAV system.
• Strictly ensure sales orders invoicing are done within the customer credit limit or with equivalent cash deposit
• Ensure with promptly report from Finance that customers have deposited equivalent cash or issued PDC (postdated cheque) to unlock processing of their orders.
• Make sure that sales order processing procedure is followed properly while  treating new customer orders.
• Make sure sales discounts and/or trade promotions are done as per approved schemes.
• Follow-up timely collection of proof of deliveries (POD) from all 54FMCG companies
• Record booked, pending, and invoiced orders accurately and report the same, daily to sales and logistics team for each company.

Ensure following Reports are issued periodically for each company:

• Hourly Report on Order received and their processing status per Customer
• Daily Close of Business: Report Summary of :
• Order received and processed  per Customer,
• Total orders Invoiced per Customer,
• Summary of Credit limit issues,
• Summary PDCs Coverage issues
• Summary of PODs dates (Proof of Delivery) to be sent to Credit Controller and Sales Team.
• Measure and reports the performance of Customer Service.
• Discuss with Customers in order to meet their special needs
• Ensure 100% delivery on time of confirmed customers’ orders.

Manage close relationship with :

• Sales Department for anticipation of special orders,
• Customers to understand their needs and define action plan to reach them.
• Finance Department for authorization of credit limit of the customer waiting his order
• Factory: receive and stock all finished goods / return damage and manage trade returns from Customer.
• Record and Resolve customer complaints according to the approved procedure, and prepare monthly customer complaint report.
• Assist with placement of orders, refunds, or exchanges.
• Prepare and issue a weekly and monthly customer service report on defined KPIs.

COMPETENCIES: –

• Excellent attention to detail
• Leadership skills
• Growth Oriented
• Team work & People Development
• Time-management skills
• Networking skills and good communication skills
• Good Presentation skills
• Decision making skills and analytical skills
• Multi-Operations Management
• Diverse Market/Industry Knowledge

QUALIFICATIONS: –

• BA/BSc in Logistics Management,  Supply Chain management, or any other related Supply Chain management field.

Experience: –

• 6+years’ experience in Customer service and Logistics Management in the FMCG sector.
• Demonstrated skills on Microsoft office applications.