Regional Customer Service Executive

Nestle Middle East

Dubai, UAE

Ref: GP991-92

Job description / Role

Employment: Full Time

Purpose:
- To manage effectively all system transactions related to Orders, Claims, Returns& Refusals (CRR), Samplings, Donations and Vendor Transfer processes.
- To ensure execution accuracy, timeliness and Customer engagement initiatives to drive agreed levels of service and satisfaction.

Major Responsibilities

Order Management:
-Understand the customers contact and order methods/frequency whilst promoting efficiency of tools to achieve error free data.
-Understand system alerts indicating order, delivery or billing/credit control issues surrounding the order process.
-Manage customer event or promotional order activities in conjunction with Generating Demand.
-Application of reason code methodology to record appropriately all changes within customer orders (SP& DP alignment for stock related and market rejections from OPC)
-Manage Direct Delivery Order& settlement process.
-Maintain Quota provided for OPC (Operational Country) and report the status of consumption.
-Define& set in system product substitution rules in agreement with OPC.
-Liaise with OPC on allocation of critical stock to manage demand.
-Highlight to OPC lead time violations and take corrective actions to resolve issues impacting order flow.
-Analyze Daily Order receipt and provide visibility to OPC on status (Non-confirmed& confirmed orders, OBD created, Billed).

Maintain customer master data regarding:
- Customer point of contact for Order
- Follow up on Direct Customer Orders
- Product portfolio for each OPC
- Liaise with customers (where possible) to review order schedules, non-adherence to agreed order cut offs, alignment on material/ product master data thereby building a good rapport with customers.

CRR (Claims, Returns and Refusals):
- Timely execution of CRR documents received from OPC.
- Reconciliation of total CRR document received vs. executed.
- Provide visibility to OPC on ‘open transactions’ – highlighting non receipt of stocks in system (GRN).
- Proactively share with OPC the analyzed number, value, frequency of claims, returns and refusals.
- Promote and take advantage from reason code methodology for reporting.

CFR (Case Fill Rate):
- Access or maintain information regarding service level.
- Monthly/ Weekly CFR report with reason code analysis.

Miscellaneous:
- Contribution to team meetings and decision making.
- Prepare, attend, participate and communicate in cross stream meetings such as daily, weekly operational reviews.
- Resolve issues/ problems utilizing NCE tools.

Requirements

- Arabic language as mother tongue;
- 2- 3 years of preferably operational experience in Customer Service in a similar market environment or trade structure or relevant operational experience in Generating Demand e.g. Sales or customer administration
- Experience with order management or direct sales environment
- Experience for/ with Customer
- Operational experience in Supply Chain functions
- Experience in related business improvement projects
- Create Purchase Request (PR) for supply chain specific stationeries (Invoice papers/CGRF & Sampling Books etc.)

About the Company

Nestle with headquarters in Vevey, Switzerland was founded in 1866 by Henri Nestle and is today the world's biggest food and beverage company. Sales for 2006 were CHF 98.5 bn, with a net profit of CHF 9 bn. We employ around 265,000 people and have factories or operations in almost every country in the world.

The Company's strategy is guided by several fundamental principles. Nestle's existing products grow through innovation and renovation while maintaining a balance in geographic activities and product lines. Long-term potential is never sacrificed for short-term performance. The Company's priority is to bring the best and most relevant products to people, wherever they are, whatever their needs, throughout their lives.

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