- 経験
- 5～7歳
- 給料
- —
- 求人情報
- 1
- 投稿済み
- 1週間
- 作業モード
- 在任中
- 再開する
- 応募必須
勤務地
仕事内容
Role Overview
The Customer Service Manager will lead the entire customer service operation throughout Saudi Arabia, ensuring smooth execution of the comprehensive Order-to-Bill (O2B) cycle. This role demands delivering exceptional service standards to customers, distributors, and major retail partners by acting as a vital liaison between Sales, Supply Chain, Logistics, and customers to guarantee product availability, accurate order fulfillment, and operational excellence.
Key Responsibilities
- Manage the full Order-to-Bill process by ensuring timely and precise handling of customer and distributor orders, maintaining compliance with credit policies, pricing validations, order allocations, and commercial guidelines.
- Enhance order processing workflows to improve service reliability and shorten cycle times, proactively addressing order issues to prevent delays and elevate customer satisfaction.
- Supervise customer service excellence and monitor ON-TIME In-Full (OTIF) and case fill metrics; analyze service failures and implement corrective strategies to uplift the customer experience.
- Collaborate closely with Demand and Supply Planning teams to identify and mitigate stock availability challenges.
- Lead service review sessions to enforce improvement plans that drive service quality.
- Act as the first escalation contact for customer service and supply matters, fostering and maintaining robust relationships with key customers, distributors, and retail associates.
- Conduct regular performance assessments aligned with KPIs and ensure swift resolution of complaints, returns, and claims.
- Coordinate across Sales, Warehousing, Logistics, and Finance departments to synchronize customer needs, promotional schedules, demand forecasts, efficient order execution, delivery, and credit management.
- Provide management with ongoing insights and updates concerning service performance.
- Lead and mentor the customer service team by setting clear performance objectives, tracking goal achievement, identifying training requirements, and nurturing a culture focused on customer satisfaction and continuous improvement.
- Maintain dashboards and key performance indicator reports; analyze trends to identify improvement opportunities and spearhead efficiency and accuracy initiatives, including supporting digitalization and automation efforts within customer service.
Qualifications and Experience
- Between 5 and 7 years of experience in customer service, logistics, or supply chain roles within the FMCG sector.
- At least 2 to 3 years of experience in leading customer service teams.
- Demonstrated expertise in Order-to-Bill operations, customer management, and service level oversight.
- Deep understanding of FMCG distribution and retail dynamics specific to Saudi Arabia.
- Advanced knowledge of ERP systems such as SAP or Oracle.
- Proficient in Microsoft Excel and Power BI for reporting and analytics.
- Fluent communication skills in both Arabic and English.
Important Skills
- Expertise in dispatch document handling and sales order management.
- Strong capabilities in logistics planning and sales & distribution strategy formulation.
- Excellent communication, planning and decision-making abilities.
- Focus on customer centricity, ownership, results orientation, and self/team management.
Equal Opportunity
The company is dedicated to promoting diversity and inclusive hiring procedures.