Supply Chain Customer Service Manager
Nestlé
Total years of experience :16 years, 1 Months
• Effectively manage the order capture process and monitor through to delivery and customer receipt ensuring accuracy, timelines of execution and agreed levels of customer service and satisfaction.
• Resolve issues impacting order flow through taking corrective actions, and influence the order and demand management process with objective of reducing errors causing customer dissatisfaction, refusal or return of goods.
• Impact the demand of the customers through having visibility of stock or timeline’s issues.
• Ensure the alignment of customers on any impact from stock allocation or supply issues through liaison with demand management team.
• Manage any promotional activities in conjunction with generating demand.
• Optimize orders where logistical efficiency is required such as attainment of logistics trade terms, picking, pallet or vehicle allowances, or journey/route planning requirements exist.
• Access or maintain information regarding service level and customer satisfaction levels Work with Claims, Returns & Refusals personnel to resolve issues at the point of delivery, subsequent return of stock or pricing/credit related queries.
• Proactively monitor all stages of the process of CS team daily operations to ensure accurate and timely processing of all orders, including authorization, data integrity, right allocation editing and orders remarks.
• Managing OMP plan using NCE methodology.
• Generate reports for sales trend per Division.
• Generate supply chain operations reports using NCE methodology.
• Achieve customer service objectives by developing strategic plans & completing action plans.
• Activate “one face to the customer” project.
• Managing AX Microsoft project implementation.
• Responsible for updating Customers data base.
• Follow up orders/customers to achieve highest CFR.
• Worked at Juhayna Food Industries.
(Juhayna is Egypt's Leading Dairy and Juice Producer) Marketing Department
Consumer Care Supervisor. (Promotion)
- Responsible for achieving VIP visits (face to face).
- Manage 2 filed rep’s visits, roots and logistics (Cars & products).
- Handle “contact us” E-mail of Juhayna.
- Change JCC internal process and policies as one of my achievements.
- Take the initiative to change work force plan and add new shift to JCC.
- create second line support for each position & task.
- Responsible for JCC knowledge base & all info updates.
- Create CPMU reports for QC and Production teams.
- Train our new colleagues on SAP CRM program (all departments).
- Train all activation ushers about Juhayna products /background.
- Achieve Consumers & customer’s service level agreements and team KPIs.
- Recruiting, selecting, training, coaching for customer service staff.
- Ensure Advisors are delivering individual Quality & Satisfaction target.
- Report and distribute management information highlighting areas for improvement and those of concern weekly - monthly and quarterly.
- Recommend and implement operational process and platforms improvement.
- Appraise and develop staff monthly.
- Implement best practice for advisors.
- Maximize productivity via sharing new ideas opinions.
- Manage and motivate the Advisors and quality performance of a team up to 6 advisors.
Communication skill and customer service course by Vodafone Egypt.
Interface with customers and handle inquires completely.
Resolve customers complains and problems to Maintain highest customer satisfaction.
Provide service and product information.
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