Customer Service Executive
Dubai, United Arab Emirates
Job Description
About the job Danone is a world-leading food company operating in three business divisions: Fresh Dairy Products, Specialized Nutrition, and Waters. Our mission is to bring health through food to as many people as possible and we want to invite people to join the movement for a healthier world. We recognize the power people have in impacting the world through their daily choices. Each time we eat and drink, we vote for the world we want to live in. We believe a healthy body needs healthy food. And healthy food needs a healthy planet and this is what our new signature One Planet One Health embodies.
Danone Middle East is looking for a talented Customer Service Executive to be based in Dubai, United Arab Emirates like you!
About The Role:
1- Purpose of the role :
Danone Middle East is looking for a talented Customer Service Executive to be based in Dubai, United Arab Emirates like you!
About The Role:
1- Purpose of the role :
- Ensuring high performance on Order Management Cycle resulting in increase in product availability and faster response time in managing effective logistics.
- Effectively engage with distributors on order management.
- Driving efficiencies in order's management & contribution to improved customer service levels in terms of response time & product delivery.
- Management of logistics budget.
- Handle the entry of logistics costs in line with compliance guidelines of pro-buyer management.
- Driving improvement in processing lead times for documentation and closing of pro-buyer purchase orders.
2- Key Accountabilities:
2) Monthly cost management incl. analysis, tracking, action plan & efficiency improvement.
3) 3PL relationship management.
- Customer orders management which incl. but not limited to receipt, review, process & archive.
- Order reconciliation process with distributors as per assigned markets to align order quantities, capture actions on received, planned or open quantities.
- Follow up monthly on expected orders dispatch with supply planning.
- Follow up with supply points for packing lists & arrangement of the logistics (equipment, trucks, documentation, etc).
- Always ensure accuracy of the Order to Cash system (R3) @ with a monthly validation process to match with master file.
- Manage complaints product returns, damages and claims.
- Market returns & warehouse expiry count limited.
- Tracking of shipments, follow up of customs clearance onto delivery customer warehouse.
- Deploy tools for tracking of shipment from supply points to destination country.
- Execute monthly air freight plans as per assigned supply points.
- Effectively communicate with internal & external stake-holders on orders status.
- Drive continuous improvements in customer service operations process to deliver efficiencies.
- Owns maintenance, tracking of master file & R3 review to communicate to customer service for update & share with supply planning prior Rolling Forecast submission post month closing.
- Acts as the MM & EOM custodian & ensures a close follow up for month landing with CS team.
- Owns update of the SC SOP with quarterly review & update in line with risk management.
- Maintain and update logistics cost through pro-buyer system, which involves raising timely PO's and booking services (GR) related to freight in line with the SSD/internal control guide lines.
- Freight Management:
2) Monthly cost management incl. analysis, tracking, action plan & efficiency improvement.
3) 3PL relationship management.
3- Key Performance Indicators:
- Order reconciliation accuracy.
- 100% accuracy in R3 & Master file.
- Trend (Mid-month net sales) accuracy.
- Discipline in process execution.
- Order management with customers (back orders, reconciliations).
- Claim resolution within agreed SLA.
- Customer service performance improvement.
- Cost/Ton.
- 100% compliance with the SSD/internal control guide lines for probuyer management.
- Maintain & file SOPs.
4- Job Dimensions :
- Business impact (Value added of this role and contribution to the business (direct and indirect CANN impact, size of budget and/or headcount to manage): The role has a direct impact on business results as its KPIs directly affect the set targets.
- Strategic contribution (leadership team membership, size and significance of portfolio to be managed, level of responsibility in the strategic planning process of the CBU, number and size of projects, etc.): The candidate should be a strategic thinker with the ability to develop a road map for the supply chain and route to market for 3 years.
- Geographic scope of the job; Middle East Region, which includes Gulf, Levant, Saudi, & Emerging markets.
- Functional management (project leader or contributor, size of project team to manage, local or remote management, national or international teams, diversity of skills and competencies managed): will be required to contribute to international teams/projects.
- Main internal relations (size and function of the internal network (customers, peers, etc.) and the role of this position in these networks): The role involves a high level of interaction between internal stakeholders at the Middle East regional office and close collaboration with Supply Chain teams in Supply Points.
- Main external relations (size and function of the external network (HCPs, scientists, stakeholders, etc.) and the role of this position in these networks): Liaison with Distributors & 3rd party providers as required.
Education & professional experience:
Languages:
Functional Competencies :
- Bachelor degree
- 0-2 years' experience in a multinational FMCG and/or Pharma company
- Primarily hands-on knowledge on local distributor management and supply chain management
- Competency in use of Microsoft Office especially Excel and Power Point
- SAP knowledge is a plus.
Languages:
- Fluent in English
- Arabic as an advantage
Functional Competencies :
- Order to cycle management
- Distributor Management
- Advance excel proficiency
- Supply chain flow (upstream to downstream)
- Logistics management
- Value creation through cross functional management
- Project management
- Cost management
Soft Skills:
Targeted profile Required CODES Focus (Danone leadership competencies):
- Analytical skills.
- Getting Things Done.
- Rigor.
- Customer Orientation.
- Initiative.
- Team Player.
- Transparency.
- Networking skills.
- High level of self-awareness.
- Must be able to finish projects and initiatives i.e. deliver results.
- Sense of perspective.
- Seeks and strives for permanent improvement.
- Highly pro-active and strong problem solving skill.
Targeted profile Required CODES Focus (Danone leadership competencies):
- Human Centric.
- Agile.
- Accountable and Decisive.
- Inclusive and Collaborative.
- Courageous with Empathy.
Mobility:
We offer
Working in Danone Middle East is one of the best places to build a strong career through everyday learning, empowerment, and team collaboration in an open culture & environment. Our culture fosters autonomy and empowerment, where your everyday can be a fresh adventure - full of new possibilities and opportunities for your development.
So, if you are the Customer Service Executive we are looking for, click on "apply"
Please note that this role will be outsourced through our partner.
For more information about Danone, its people, and its business, please visit www.danone.com #LI-ME #LI-UAE
- Ideally the candidate should be open to move within the region or outside the region within Danone in 3-4 years, if such opportunity will arise which and contribute to his/her career growth
We offer
Working in Danone Middle East is one of the best places to build a strong career through everyday learning, empowerment, and team collaboration in an open culture & environment. Our culture fosters autonomy and empowerment, where your everyday can be a fresh adventure - full of new possibilities and opportunities for your development.
So, if you are the Customer Service Executive we are looking for, click on "apply"
Please note that this role will be outsourced through our partner.
For more information about Danone, its people, and its business, please visit www.danone.com #LI-ME #LI-UAE
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Job Detail
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Job IdJD1417625
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned