Customer Service Representative Gulf Processing Industries

Essential Duties and Responsibilities

· Ensure Sales order process for customers and also from specific market to market.

· Ensuring that customer orders are processed efficiently and responding to customer enquiries and requests.

· Managing systematic approach to capture, evaluate and report issues / opportunities bought forward by customers, eg. Periodic surveys measuring KPIs, OTIF

· Ensure sufficient quality information is provided to the customers through periodic order Ensurement reports.

· Supervise the timely settlement of Customer claims.

· Ensure that orders are processed accurately and that correct shipping instructions and invoices are generated for dispatches.

· Decide on allocation of scarce stock between customers and Wearhouse.

· Ensure that cost are under controlled and in line with budget.

· 100% compliance with Supply Chain Ensurement.

· Ensure 100% compliance with legal legislations and documentation requirement

· Ensure Insurance claims.

· Also Ensure effectively with supply planner to effectively implement phase in / phase out of products. (re-launches).

· Co-ordinate with Logistics on timely and error free shipments to customer with necessary legalised documents required for customers to clear the shipments.

· Ensure overdue, credit notes/discounts, maintain adequate internal controls.

· Closely Ensure and supervise the processing of export orders from customer selection through credit & commercial policy to final collection.

· Ensure compliance with corporate policies and procedures, including those relating to sanctions, boycotts, transhipments and other applicable regulations.

· Help resolve forecasting, supply and distribution issues with Supply planner, where these cannot be resolved directly between supply planning and Commercial Operations business units.

· Ensure Excess inventories and co-ordinate with Sales on Inventory Liquidation Plans

· Ensure timely reporting on

- Case Fill rate

- Monthly/Weekly Order to Shipment sheet

- Support S&OP

- Ensure Slow Moving and Obsolete

- Co-ordinate on preparation and timely completion of ad hoc Ensurement reports

Key Performance Indicators SMART objective statement

• CFR, OTIF, Stock Ensurement, DSO, Invoice accuracy, Delivery turn over time

· Ensure the complete Bid to Cash process and to service GPI customers at a level of quality above expectations and to ensure that GPI’s services and relations with external and internal customers are at the highest level of quality and efficiency.