Supply Chain Officer - Customer Operations
Tetra Pak Lebanon SARL
Total years of experience :22 years, 6 Months
• Accounts Management of customers in Lebanon, Syria, Iraq, Palestine & Jordan: including Yearly forecasting (Packaging material & straws), Payment transfers follow up and order management (placement to shipping & delivery follow up)
• In Charge for Syria projects; Customers Support and Crisis Management.
• Track stocks & deliveries in parallel with Marketing Plan and brands KPIs
• Decision making on behalf of customer in relation on best means of shipping, split deliveries and print options.
• Middle East Import / Export requirements (from European and Arab Countries), keeping track of changes and proactively acting accordingly (Contact Point between customers Customs clearance agents & Tetra Pak Worldwide respective factories)
• Core Member of Two Key Account Customer Groups in Lebanon & Syria - high involvement in planning sales objectives, marketing and PR plans and forecasting requirements accordingly.
• Accountable for customer loyalty and satisfaction survey results for related accounts.
• Sales Automation KPI Manager, Super User for Market Company Arabia Area e-Business. ( responsible for accounts creations, amendments & Trainings for customers over the use of the electronic tools & ordering systems)
• Involved in the customers’ new designs’ administrative aspects and follow up
• Business Plan/Marketing & Communication Plan / Set Sales Targets
• Business Guide-Lines / Master Data creator of Business System
• Recruited & Trained the Staff / Created the Evaluation & Appraisal System
• Lead Business Presentations for new and existing clients (Mainly Banks and Insurance companies)
• Ultimately Responsible for preparing Business Proposals and actually selling Market Research Services & Products
• Developed new leads and opportunities through daily sales activities
• Carrying pioneer introductive presentations for potential Students’ Parents
• Public & Medias Relations
• Events coordinator (Graduation/ transition classes’ reception…)
• External exams registrations and university applications and acceptances follow up.
• Laid down Admission Officer training manual and introduced various administrative templates, forms and checks lists
• Trained new employees (customer retaining strategies/ product knowledge/ sales techniques)
• Prepared weekly and monthly sales reports
• Managed the daily shop operation (hands on / floor management / Staff issues& assessments; Shipments, deliveries / stocks, handled customer complaints/ Maintenance requirements …)
• Held weekly team meetings (planning- figures negotiation- motivation…).
• Developed and constantly updated training manuals for both departments (main reception & children play area)-collaborated in the elaboration of other departments’ training manuals- set appraisals and assessments strategy.
• Recruited and trained new employees also organized workshops and training for more experienced staff.
• Daily/ Monthly HR tasks including but not limited to preparing pay rolls, timetables and rotations as well as NSSF procedures and formalities.
• Watched over club’s General operational system when on duty.
• Monitored sales’ team’s work/ Audited on members’ Contracts and variable logistic tasks.
• Managed members’ accounts (approx. 1500 member/ 400 active accounts - Account History study/ debit upon freeze…)
• Followed up bad debtors (Banks / C.C. companies /clients and Corporate- relations).
• Prepared weekly and monthly status summaries for general manager.
• Lead pioneer tours and introductive presentations for potential club members & Closed sales deals.