Customer Service Representative
Nestlé
Total years of experience :13 years, 11 Months
Understand the customers contact and order methods/frequency, whilst promoting efficiency of tools to achieve error free data.
- Taking corrective actions to resolve issues impacting order flow.
- Liaise with Demand Management, and communicate to the customer any impact from stock allocation or supply issues.
- Optimize orders where logistical efficiency is required, such as attainment of logistics trade terms, picking, pallet or vehicle allowances, or journey/route planning requirements.
- Use of reason code methodology to record appropriately all changes within customer orders or deliveries.
- Access or maintain information regarding service level and customer satisfaction levels.
- Proactively monitor all stages of the Claims, Returns, and Refusals (CRR) process to ensure accurate and timely processing of all queries and CRR requests, including authorization, data integrity, physical goods collection, quality controls and financial billing.
• Initiated a project to work on establishing (as Customer Service) direct contact with Nestlé's customers, developed relation with one of the biggest three Modern Trade Customers (Awlad Ragab).
• Awarded within a team as the best NCE (Nestlé Continuous Excellence) project for June 2011.
Responsible for HP & DELL accounts.
-Receive customer order details from the product owner and place the order according to its type.
-Record the order details on the company database system.
-Follow up on the order status with the supplier.
-Ensure a safe and complete delivery for the shipment to the port of destination.
-Send the shipment pre alert received from freight forwarder to the shipping team to proceed with releasing cargo and delivering it to company warehouse.
-In charge of preparing the money transfer for both accounts each according to its terms.
• Convincing HP to amend the payment terms between Mantrac ITD and HP by which could save around 50, 000 egp/year (as a % of 2010 Sales in)