Customer Service Officer
Customer Service Officer
Job Purpose:
To manage and co-ordinate all activities of customer service Dept. within the North Africa Supply chain organization, to deliver the optimum Customer service possible to Customers.
Business Complexity/Context:
Large customer and distributor base, across different countries with added complexity of B2B customers. High level of accuracy in encoding orders in the systems and strong follow up on timely shipment of orders by supply points
The job involves strong focus on ensuring the orders are processed and executed on time to deliver optimum service levels to the customers. Challenging environment with regards to documentation requirements and needs focus on managing the complexity of regulations in the region.
Ce ne dorim
Key Responsibilities:
- Coordinate all Customer Orders efficiently and effectively to deliver Key department KPI’s most importantly OTIF.
- Receive and check incoming orders for completeness, correct prices and delivery requirements, coordinate with customer and/or sales dept.
- Process the customer order in SAP with maximum speed and accuracy.
- Manage orders based on the production and Stock Availability at supply points and facilitate execution of shipments to deliver the Goods based on Customer Requested delivery dates.
- Review and change order status in SAP based on time bound agreements with supply points and if necessary reset order priorities in co-ordination with Demand planner to optimize Inventory with Customers.
- Coordinate and follow through with finance and sales to ensure prices are updated in SAP before order entry.
- Coordinate with 3PL /co-packers and the customer to facilitate timely loading and
shipment of the goods.
- Coordinate between distributors & Supply points for daily routine operational matters.
- Update & share the order status reports with internal & external entities on regular intervals.
- Analyze Order Status Reports of all Supply points, highlight and correct discrepancies and circulate order status reports to internal & external stakeholders at the agreed time.
- Review / amend LC, shipping docs and highlight any risks & issues
- Provide reports /analysis and information to Customer Service Manager.
- Resolve issues /queries from customers with regards to orders, shipments status, and primary shipment forecast.
- Provide reports /analysis and key innovative solutions to Customer Service Manager.
- Facilitate insurance claims by distributors to ensure timely compensation from Insurers /underwriters.
- Generate and drive SC data intelligence by creating new tools and thinking out of the box mindset.
- Close interaction with Logistics Team and with shared responsibilities to deliver primary sales volumes on time in full.
Ce oferim
At FrieslandCampina, you'll immerse yourself in a unique, globally connected culture, where collaboration with colleagues across all our businesses is part of daily life. Alongside a competitive salary and comprehensive benefits package, we’re dedicated to your ongoing development, offering abundant opportunities for hands-on learning. Our informal, friendly environment fosters teamwork with passionate professionals who share your drive for excellence. At FrieslandCampina, we empower you with the autonomy and confidence to make a meaningful impact — helping to nourish the world while advancing your career.
Descrierea postului vacant
Social interaction:
Internal
- Supply Chain, Finance, Sales & Marketing
- Supply points
External
- Distributors
- Transporters (Sea & Road).
- Insurance company.
- Third party manufacturers /Co-packers.
Knowledge & Skills
- Good knowledge and experience in order management.
- Strong Communication skills (Oral & written).
- High level IT literacy in ERP’s – SAP /QAD
- Strong Ms Office skills especially excel.
- Logical & systematic approach with attention to detail.
- Adaptability/flexibility.
