Customer Service Specialist

Client of AreebHR

CUSTOMER SERVICE MANAGEMENT

• Shipments and relationship with Key accounts across Dubai and Northern Emirates
• Manage Customeru2019s requirements & orders management in a timely manner.
• Master Data Maintenance and continous improvement of System data base.
• Delivery of the SLAs agreed with the Business partners.
• Close collaboration with Internal functions such as Demand Planning, Product Supply, Logistic Operations, Finance, Sales teams for seamless operations.

CUSTOMER OPERATIONS MONITORING

• Monitors the assigned customer operations processes and analyses the Key Performance Indicators, in order to identify issues and to improve processes effectiveness..
• Develop and measure Ferrero Customer Service metrics and provide critical insight for root-cause analysis and overall network strategy improvements
• Develop and support sales with Customer Scorecards and detailed customer analysis, proposing solutions for better service to our customers

OPERATIVE IMPROVEMENT

• Identifies and implement the improvement actions of the operative activities, spreading the related procedures and information.
• Ensures the optimal collaboration, capability and process maturity to avoid being a tactical order processing group to a strategic customer logistics excellence team
• Cross-functional & business partner engagement to optimize our order-to-delivery cycle times, as well as the optimum balance between best in class service at a cost optimum level
• Collaborate with the warehouse and transportation team to identify opportunities, address issues and come up with actions that further improve the operation