The Assistant Manager - Customer Service, META is a key role responsible for managing the daily operations related to the order-to-delivery process. This role requires a dynamic individual capable of working in a fast-paced and constantly evolving environment. You will ensure seamless communication and coordination between the US and UK customer service teams and our customers in the Middle East, Africa, and Turkey regions (META). The successful candidate will ensure exceptional customer service experiences, drive continuous improvement initiatives, and manage the communication chain across sales, demand planning, finance, and third-party logistics (3PLs).
Order Management:
- Oversee the accurate and timely processing of customer orders, ensuring all orders are managed effectively through the fulfillment and invoicing process.
- Monitor orders to ensure invoice accuracy and timely execution of fulfillment, addressing any issues such as stock shortages, shipping conflicts, and special customer requests promptly.
Customer Relationship Management:
- Maintain strong relationships with customers across the META region, ensuring their needs are met with high levels of satisfaction.
- Serve as the primary point of contact for critical customer communications, coordinating closely with the sales team, finance, and supply chain departments to provide timely and accurate information.
Coordination with Global Teams:
- Work closely with the US and UK customer service teams to ensure alignment and resolve any issues that may arise during the order-to-delivery process.
- Lead scheduled monthly meetings with US and UK teams to review KPIs, discuss challenges, and implement solutions.
Process Improvement:
- Identify and communicate trends in key performance indicators (KPIs) such as Fill Rate, Turnaround Time (TAT), and On-Time In-Full (OTIF).
- Recommend and implement solutions to improve performance metrics, ensuring continuous enhancement of the customer service process.
Data Management:
- Oversee the setup and maintenance of all customer master data in SAP, ensuring accuracy and completeness.
- Create and monitor scorecards for all Order to Delivery KPIs, providing insights and recommending improvements based on data analysis.
Issue Resolution:
- Manage and resolve critical service requests, customer complaints, and any issues related to product transitions, ensuring on-time and complete order delivery.
The skills you will bring to the team
- Ideal candidate will have a blend or one of the following qualifications and experience. A Degree in Sustainability, Environmental Sciences or other relevant matters with substantial post qualification experience. Sustainability policy, process and reporting experience working with external reporting standards and protocols.
- Strong understanding of emerging environmental sustainability policies, standards, and best practice
- Excellent Knowledge of GHG accounting and sustainability data management
- Experience working with CDP disclosure platform, Ecovadis, GRI standard disclosures would be an advantage
- Bachelor s degree in Business Administration, Logistics, Supply Chain, or a related field.
- 4-5 years of experience in a similar role, preferably within a multinational environment.
- Strong understanding of logistics operations, with experience in warehouse management systems and inventory management systems.
- Proven track record of analytical, interpersonal, and leadership skills, with the ability to manage multiple tasks and projects effectively.
- Excellent communication skills, both written and verbal, with a strong customer-oriented focus.
- Proficiency in Microsoft Office (Word, PowerPoint, Excel) and SAP or other ERP systems.
- Experience working with customers in the Middle East, Africa, and Turkey regions.
- Familiarity with international trade regulations and documentation requirements.
