Customer Service Manager
Under Armour Middle East - Athlocity LLC
Total years of experience :26 years, 10 Months
Heading a Customer Service Team of 2 members for Wholesale & Retail divisions
Interfacing with warehouse and ensuring that the outbound performance level are met on time
Interacting with customers on status of their season orders and monitoring payments from customers in form of cash in advance, LC & bank guarantee
Establishing cost & time effective processes to attain best result for the business
Creating key reports for management and Sales Team
Key Responsibilities include:
Managing the entire Supply Chain functions (Customer Service, Inbound and Outbound) for UNDER ARMOUR
Seasonal order placement with the factories and hub after coordinating with Sales for the FINAL order.
Monitoring the shipment pick up from factories/hub
Dealing with the warehouse to ensure the performance level (inbound & outbound) are met.
Dealing with Customers on the status of their season orders
Monitoring payments from the customers (Cash in advance, LC, Bank Guarantee, etc)
Key Responsibilities (additional to the below responsibilities):
Managing the Customer Care team for Consumer, Professional, Active Divisions
Overlooking the Professional and Active Divisions queries.
Claims management for all distributors
Monthly updation of the Distributor’s scorecards for all divisions.
Preparation of monthly KPI’s for the divisions.
Involvement in the LOREAL Saudi Arabia Project.
Handling the L’Oreal Distributors in Saudi Arabia, UAE, Oman, Kuwait, Qatar, Jordan, Bahrain, Yemen and Clearance customers for the Consumer Products Division.
Constant communication with the customer.
Coordinating sales order management by order processing and advise the warehouse.
Coordination with the warehouse for the delivery to the distributors.
Monthly catalogue management for the distributors of Saudi Arabia and UAE.
Monthly order generation in the Distributor Automated System of the customers for their validation.
Preparation of the monthly order forms for the distributors.
Monthly coordination with the Marketing team for New / Discontinued products.
Preparation of various reports for the management.
Handling the GSK Distributors in Saudi Arabia, Oman and Kuwait for FMCG and OTC products.
Coordinating operations and sales order management by order processing & dispatching.
Preparation of analysis for the weekly dispatch of orders to the customers.
Preparation of Validation files concerning the monthly suggested orders for Distributors.
Focusing on the monthly targets and ensuring that they are met.
Coordination with Demand Team for the Stock Status.
Coordination with sites / factories for the direct dispatch of goods to the Distributors.
Ensure proper reports concerning stock and sales are being sent to the Distributors on a monthly basis.
Coordinating with the third party logistic companies for movement of bulk shipments from the warehouse.
Handling the customers for the Reebok Brand in Monaco, Spain, South Africa, Malta, Jordan, Lebanon, Egypt and UAE.
Coordinating operations and sales order management by order processing & dispatching.
Coordinating with the factories, freight forwarders and third party logistic companies for movement of bulk shipments from the warehouse.
Preparation of the Monthly Targets based on the Open Orders in the system.
Ensuring that monthly sales targets are met.
Close coordination with finance, sales and operations department.
Preparation of bank documentation for customers having Letter of Credit.
Key Responsibilities (additional to the above responsibilities)
Handling the customers for the adidas Brand in UAE, GCC & Key accounts.
Ensure that the stock counts of the shops are done on their respective dates and reconcile in the system.
To update the retail store managers on stock situation, stock movement for retail stores.
ELC Customer Service & Logistics coordination with special responsibility for key accounts like Microsoft, Reuters Middle East, Nortel Networks Copy Master & Medica Trading.
Coordinate logistics operations and program management by order processing & dispatching.
Utilize operating system to manage inventory, create sales & purchase orders, dispatch goods and create reports for effective stock management.
Preparation of weekly/monthly stock reports, Aging reports and transaction reports and ensuring that the weekly/monthly stock count is conducted
Responsible for database entry and management promoting effective channel management for customers.
Communicate & coordinate with internal and external customers.
Handle major challenges / problem solving with respect to customer services.
Decision making authority to priorities all pending tasks.
Handle the tracing of all high value shipments that leave the facility and constantly follow up with the DHL station of the destination to ensure quick delivery of the shipment.
Coordinate with third party logistic companies, freight forwarders for movement of bulk shipments.
Preparation of various customs paper works which is involved in the clearance of shipments i.e. Import, Export or Re-Export.
Preparation of certain documentation which requires to be submitted to the Dubai Chamber of Commerce in order to obtain the Certificate of Origin.
Uphold ISO9002 procedures within the Department.
