Supply Chain, & Customer service solution
Mohamed Yousuf Naghi & Brothers Group
Total des années d'expérience :11 years, 11 Mois
Principle Accountability:
1. End to end supply chain communication.
2. Customer care and order management.
3. Prepare service level agreement with key accounts.
4. Develop and drive customer service excellence and strategy.
5. Order management, stock management, and order replenishment for cash van channel (VOE).
6. Open channel with all customers to update the service level, and any dissatisfaction.
7. Manage the warehouse and transport operations to achieve high levels of customer service at optimal costs, ensure distribution of products on time, and in full within the required conditions.
8. Building Internal and External Networks, Recommends changes, ensures that Commercial department policies and procedures are followed, and establishes techniques to discover and prevent fraud, Reviews and enhances workflow procedures and systems.
9. Manage and develop Customer Services function and ensure is adequately staffed and trained to deliver an efficient service to internal and external customers.
10. Direct staff responsible for systematically sampling the skillfulness and reliability of internal control and data systems. Guide team to review and verification of records, compliance with standards policies and procedures.
11. Represent the Customer Services function as an active member of the Senior Management Team.
1- Lead the Ordering, Shipping & Billing Process for below principals:
• Mars
• L’Oreal
• Reckitt Benckiser
• Consumer goods division (California Gardens, Pinar, Nabil, Energizer, Himalaya, KLASSNO, Power Horse, etc.)
2- Ensuring the highest level of customer service throughout the order life cycle, for West & South regions.
3- Regional Availability Review.
4- Monitor & improving Customer Service KPIs:
• Order /Case fill.
• On time delivery.
• On shelf availability.
• Reducing returns.
• Re-delivery percentage.
5- Manage the West &South region team (9 Supervisors and coordinators) wisely in order to achieve maximum results.
6- Manage external and internal customers Service level agreements, also monitoring SLA compliance from service providers.
7- Improve the performance of CS key parameters in all channel.
8- Provide coaching, feedback to customer service team for their work and career/ skills.
9- Total Coordination with Supply Chain.
10- Work in a team approach to achieve sector objectives, increase productivity and enhance employee confidence and self-esteem
Distribution items
Achieving target
Build business
Coaching team
Communicate between the company and team
Reporting to my Area sales manager.
Lader group from( three sales supervisors and 27 salesmen).
Communication to the customers and sales development.
Tanta University. Good.