Customer Service Representative
Food Specialities Limited
Total years of experience :13 years, 4 Months
• End to end order processing
• Credit limit check
• Margin calculation for every order
• Coordination with customer and supplier for orders and documentation
• Shipment updates to customers and internal customer
Preparing customs documentation for Road, Air and Sea import / export shipments.
Coordinate with suppliers, store operations, transport and freight forwarders to arrange timely inbound/outbound shipments and stock replenishment.
Prepare daily, weekly and monthly reports to track shipments and costs throughout the supply chain.
Requesting for quotation from freight forwarders and packaging vendors for export shipments and ensure continuous cost saving.
Follow-up on documents to clear the import shipments on time, and make sure there are no demurrage and storage charges incurred.
Arranging for local and international shipment collections through freight forwarders.
Ensure all documentation relating to import & export complies with relevant countries requirement for smooth clearance.
Submitting the exit documents to customs to claim back the deposit.
Identify opportunities to reduce expenditure and operating costs.
Reconcile freight invoices against the agreed rate cards and coordinate with finance for payment.
Supply Chain (African Markets and GCC)
➢ Day to day liaising with customers & Suppliers for orders, invoicing and general tasks processing within the function responsibility
➢ Coordinate for export/import process and documentation with counter office team in Germany & customers
➢ Incorporating selling prices in system, processing orders in SAP
➢ Management of Letter of Credits between customer and bank
➢ Follow up on payments from customers
➢ Coordinating for raising orders with Co packing business partners and customers
➢ Updating the order follow up tracker with all details related to orders
➢ Sending the updated delivery schedule to customer on daily basis
➢ Updating the report for inventory management and stocks movement for Co-packers.
➢ Arranging and coordinating with Inspection Company, if pre-inspection is required as per importing country regulations.
➢ Coordinating with suppliers for timely delivery of orders.
➢ Raising claims with suppliers
➢ Processing debit/credit notes
➢ Co-ordinating with sales manager and suppliers for new customer creation
➢ Arranging product labels from supplier for customer’s review and confirmation, and making sure that labels are in line with county requirements and arranging requested samples for customers with suppliers
➢ Working closely with freight forwarders to clear the sample shipments
Third party logistics operations of L’Oreal
➢ Ascertaining customer satisfaction by providing them excellent & quality service in terms of import/export clearances with no demurrage, transportation, and air & sea freight rates negotiation.
➢ Preparing the required documentation for the shipments and ensuring the smooth clearance in Import/export shipments
➢ Accountable for controlling and monitoring third party logistics operations of L’Oreal by coordinating with warehouse, transport, C & F and Shipping Lines.
➢ Coordinate racking, labeling & packing of goods which have been send by supplier on imports/exports.
➢ Posting GRN in the system after receiving the goods from supplier and has been checked in warehouse.
➢ Forwarding arrival notice to the Warehouse Managers regarding incoming goods and ensuring that all goods received are entered in the system and properly documented.
➢ Preparing and sending daily schedules for inbound and outbound shipments.
➢ Developing first rate delivery schedule to provide timely deliveries to customers in local market.
➢ Dealing with freight forwarders to negotiate prices in inbound/outbound shipments.
➢ Participating actively in annual stock staking.
➢ Keeping the customers updated about the damages on inbound shipment for insurance claims.
➢ Provide value added services to customers and coordinate with senior management.
➢ Respond to customer enquiries and problems by providing information or directing requests to others who can supply the necessary information or service.
➢ Resolve customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources. Serve as liaison between customer and various internal departments.
➢ Deal with multicultural customers; resolve their complaints-queries through effective communication and fulfill their requirements in accordance with company standards and practices.
➢ Ensure that customer problems, complaints are handled professionally, effectively and resolved up to the highest level of customer satisfaction.
➢ Taking part in the annual stock count to make sure the physical stocks are in line with system
Supply Chain, Emerging Markets and Food services)
➢ Providing customer servicing for the Business segment of C.I.S countries, North African & East Mediterranean (NAEM) countries and Foodservice division (GCC). Manage activities of the Customer service which involves orders allocation based on stock availability, liaison with Suppliers for order placement, interacting with customers in response to provide solutions regarding product. Coordinate with supply chain team to meet the needs of customers and support area operation. Updating distributor’s Stocks & Sales report on weekly and monthly basis.
➢ Coordinating with Finance for price availability of sold items in the system for every quarter. Liaise with Finance for payment related matters of NAEM customers. Coordinate with Finance for reconciliation of payments of all customers in month end.
➢ Work closely with Finance, Marketing and Sales, Logistics and Transportation departments to help reduce order cycle times and improve Case fill rates while controlling the cost of serving customers.
➢ Coordinating with suppliers for timely delivery of orders.
➢ Liaising with Singapore and New Zealand for all new customer set ups in system and documentation set ups in the system. And liaise with Singapore and New Zealand for changing set up of final consignee/business partners in the system for old customers.
➢ Bridging relationship between Sales people, Suppliers & distributors.
➢ Arranging and coordinating with different inspection bodies (if required) before dispatches, as per importing country regulations.
➢ Liaising with Quality assurance department on claims
➢ Investigating on the complaints raised by customer and providing them with resolution on the same.
➢ Preparing and reporting the total billing volume for current month and the future months for all the open orders, on a weekly basis for the management reporting purpose and regional reporting purpose. And providing the reconciliation report for any changes made in the weekly.
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