Supply Chain Planning Manager
CitrussTV
Total years of experience :15 years, 7 Months
1) Manage & Monitor Supply Chain Costs
Managing the supply chain cost & service levels to ensure that stay within budgeted levels
Develop and implement immediate corrective action were costs are outside budgeted levels
Drove cost reduction efforts for supply chain AOP to meet annual operations targets
Support the implementation of Supply Chain Solutions & Integration with 3PLs
2) Invoicing & Warehousing Orders Fulfillment
Assist with development and enforcement of robust inventory, stock policies, procedures (SOPs).
Timely identification of slow-mover inventory to Sales & Buying Team for action plan. Ensure that clear actions plans are in place to address these slow movers and physically coordinate the movement of products back to the local vendor as per agreed Terms with Vendors and/or other liquidation plan.
Manage with coordination of store stock takes and inventory reconciliation.
Identify and investigate inventory discrepancies and coordinate daily cycle counts with warehouse.
Manage all sales fulfillment activities on SAP system including orders creation fulfillment, stock transfers, allocation and invoicing.
Improving same day and Next day invoicing performance.
Ensure physical product movements are accurately documented.
Monitoring Reconciling of all closed (outbound & inbound) transaction between SAP & 3PL's system monthly.
Responsible for ensuring we have the correct inventory at
the stores (No O0S or OVS) by analyzing the current
inventory status
3) ERP Logistics & Inventory Management Processes
Ensure that ERP is maintained and operating effectively and efficiently from inventory and logistics point of view.
Ensure timely identification implementation of corrective action of damages or stock UN-availability (missing in bin against system stock.
Doing (daily, weekly, monthly) stock reconciliation (inbound & outbound & stock movements) between 3PL system and SAP
4) Supply Planning Inbound/Outbound
Managing and distributes stock efficiently to ensure optimum stock maintained across warehouses in all GCC and Iraq
Demand consolidation, optimal shipment Mode(Land/Sea, Air) based on stock move volume
Reducing logistics cost by Negotiating rates and managing contracts with service provider and freight forwarders
Driving key metrics to support cost reduction (cost per order & delivery)
Collaborate with Sales and Marketing team to build accuracy of sales forecasts and new launches products to match inventory planning
Manage logistics process for on time exportation and importation and Drives all upgrades and automation projects to completion
Optimizing supply chain infrastructure to reduce operation costs
Manage inventory levels to established target levels and report any potential risks to management
Create reporting tools and dashboards that helps to improve operations, present it to head of Supply chain on weekly meetings with suggested improvement plan
Working closely with IT, for different kind of SCM requirement, such as pending ASNs, STD cost uploading, product mapping and system cleanup activities
Tracking products through depots to make sure arrive at their destination on time
Extracting data from SAP sales, inventory and stock movement to optimize stock level and ensure that right stock is at right warehouse
Coordinate and follow up with suppliers to ensure purchased stock is delivered to warehouses on time
Coordinating with various freight forwarders and clearing agents to expedite clearance and delivery of products
and Packing materials into targeted Warehouse.
Managing documentation for import and export of all products and material into or out of warehouse are processed in accordance with customs rules and regulations.
Taking care of stock distribution of 7 countries shipment with all clearance work as well as to make their documents, countries are-(KSA, Oman, Kuwait, Bahrain, Qatar, Iraq and UAE).
Maintaining all needed test certificate for products of company which will create smooth distribution and customs clearance.
Performed regular counts of stock level
Handling documentation procedures for (AIR / SEA/ Road - LCL/FCL) (IMPORT / EXPORT)
Coordinating international and domestic logistics including air, ocean, and truck
Negotiate and get rates from Shipping lines, Airlines and Overseas Agents
Performing resource allocations and workload assignments to calling team according to delivery requirements.
Supervising delivery Team and managing daily conflict, and ensuring team's processes and tasks are carried out efficiently.
Following up on daily orders are processed on time as per SLA throughout all warehouses
Set SLA for third party service providers on delivery ratio & delivery target
Following up delivery performance across GCC.
Maintaining daily out for delivery orders capacity Creating daily MIS reports to be shared with senior management Monitoring daily invoiced orders operations is shipped successfully from Warehouse on time as per SLA's.
Managing “Customers Returns"Damaged" Products and Non delivered orders are back to stock as per SLA
Managing picking issues, allocating and shipping issues.
Optimizing and driving customer return operational fulfillment process improvements to reduce financial losses from customer returns
Ensuring team responds to customer care tickets within SLA and determining cause of complaints by selecting best solution to solve problem.
Managing (dropship ) module and coordinate with respective suppliers to ensure timely delivery of products across GCC
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Resolved customer service issues using company processes and policies and provided updates to customers.
Informed customers of product, price and policy changes to educate on issues and resolve concerns.
Responding to incoming calls, emails and What's app messages from customers.
Providing solutions and alternatives based on customer needs. Attending product launches as and when required.
Follow communication "scripts" when handling different topics.
Maintaining call center database by entering information. Responsible for new employee training and performance.
Plan and allocate resources to effectively staff and accomplish work to meet productivity and quality goals.
Adhere to company's policy and procedure for all department processes / transactions including (Inbound, Outbound calls, Customer Returns, Enquiry emails).
Tracking and reporting of relevant customer care performance metrics.
Act as liaison between sales, supply chain and operations teams.
Investigates complaints to determine root cause, identify resolution, confirm correction, and respond to complaints.
Improves customer service quality results by evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Process orders, forms, applications and requests
Keep records of customer interactions and transactions
Communicate and coordinate with internal departments
Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment then following up to ensure resolution.
Provide flexible support for team members and other teams and foster a positive and a motivating environment
Manage customer inquiries, requests and suggestions
Handle and resolve customer complaints.
Relay customer service queries and complaints to related teams.
Promote ARAMEX products and services.
Alert customers on shipping and flow issues in advance.
Manage database for tracking of orders; ensure smooth billing process for service charges.
Monitoring the confirmed shipments to ensure on-time delivery to customers.
tracking of lost shipments and updating the customers
Follow-up on customer inquiries not immediately resolved.
Ensure high levels of customer satisfaction by providing smooth customer service to customers as per agreed service standards
Support and provide superior service via phones, e-mails and faxes as a receiver and caller
From August 2009 till January 2010: CRM Quality Controller (Call Center)
o Provide agents the support and necessary training required for the successful handling of creating cases by strong knowledge & soft skills on RTA Services.
o Liaise with all RTA departments to have a good understanding of products, procedure and processes to enable us to assist team and the customers with queries.
o Handle escalated calls, queries, emergency cases and complaints as necessary and cooperating with RTA Strategic Partners such as Dubai Police, DEWA...etc.
From October 2008 to August 2009: Customer Service Representative
o Support and provide superior service via phones, e-mails and faxes as a receiver and caller
o Use questioning and listening skills that support effective telephone communication.
o Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
o Effectively deal with job stress, angry callers, and upset customers.
o Use the most appropriate way to communicate with different behavior types on the telephone.
o Apply the proper telephone etiquette to satisfy various customer situations.
o Apply appropriate actions to effectively control a telephone call.
o Receiving calls from RTA customers like Buses, Taxi, Complains, Suggestion, Reports, and make outbound calls.
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