Senior Specialist Customer Service (B2B & Fashion Accounts)

Purpose & Overall Relevance for the Organisation:

This diverse role will be responsible for a variety of commercial services primarily managing regional partners portfolio (sample: B2B partners, Fashion Accounts ..etc) from order to cash cycle with excellent sales and operational planning.

Key Responsibilities:

• Excellent sales and operational planning capabilities.
• Ensure timely and accurate order entry and release of orders for processing. 
• Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF.
• Ensure accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
• Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.
• Provide assistance and support to internal partners including Sales, Marketing, Finance, SCM representatives relating to order processing.
• Support business on delivery of sales and financial targets and objectives.
• Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
• Work towards both independent and team KPI’s to improve business standards, service levels and financial results.
• Build constructive relationship with the customers and enhance the customer satisfaction.
• Develop and review reports relating to order book KPI’s and transactional activities of the team.

KPI’s:

• Speed of execution.
• Customer satisfaction and engagement
• Customer Service Excellence.
• CS SLA & Blueprints.
• Process enhancements & efficiencies.
• Report enhancements.

Key Relationships:

• Customers.
• Sales Team.
• SCM (Operations, Purchasing, OBF…).
• Finance Team.
• Marketing Team.
• External Stakeholders (Forwarders, Banks…).

Knowledge, Skills and Abilities:

• A strong customer service focus.
• Excellent knowledge of Supply Chain and/or Logistics.
• A high level of problem solving ability.
• Superior attention to detail and accuracy.
• Excellent communication skills and a proven ability to develop long lasting relationships.
• Experience in working under pressure to meet deadlines and conflicting priorities.
• Strong Microsoft Office skills are essential.
• Strong ERP/SAP knowledge an added advantage.
• Team player with high planning, organizing and reporting abilities.
• Fluency in Arabic is a must.
• French speaking is an added advantage.

Requisite Education and Experience / Minimum Qualifications:

• University degree in Business and administration, Supply Chain or Logistics.
• Minimum 2-3 years of overall work experience in customer service, supply chain or Logistics.