Customer Service Specialist

About the Role:
The Customer Service Specialist (CSS) contributes to the success of Ferrero all Brands and Customers by handling frontline and backline activities to merchandise orders to key customers in a fast-paced direct customer delivery environment, analyzing situations accurately and taking effective action under narrow time constraints. This role reports into the Customer Service Manager KSA.

Main Responsibilities:

CUSTOMER SERVICE MANAGEMENT

• Shipments and relationship with Key accounts across the Kingdom of Saudi Arabia
• Manage Customer requirements & orders management in a timely manner.
• Master Data Maintenance and continuous improvement of System database.
• Delivery of the SLAs agreed with the Business partners.
• Close collaboration with Internal functions such as Demand Planning, Product Supply, Logistic Operations, Finance, and Sales teams for seamless operations.

CUSTOMER OPERATIONS MONITORING

• Monitors the assigned customer operations processes and analyses the Key Performance Indicators, in order to identify issues and improve processes effectiveness.
• Develop and measure Ferrero Customer Service metrics and provide critical insight for root-cause analysis and overall network strategy improvements.
• Develop and support sales with Customer Scorecards and detailed customer analysis, proposing solutions for better service to our customers.

OPERATIVE IMPROVEMENT

• Identifies and implements the improvement actions of the operative activities, spreading the related procedures and information.
• Ensures the optimal collaboration, capability, and process maturity to avoid being a tactical order processing group to a strategic customer logistics excellence team.
• Cross-functional & business partner engagement to optimize our order-to-delivery cycle times, as well as the optimum balance between best in class service at a cost optimum level.
• Collaborate with the warehouse and transportation team to identify opportunities, address issues and come up with actions that further improve the operation.

Who we are looking for:

• Bachelor's degree
• 1 to 3 years of relevant experience in customer services supply chain
• Logistic planning techniques
• Technical and system know-how: SAP & CRM

Company Industry:

• FMCG
• Foods
• Beverages

Department / Functional Area:

• Helpdesk
• Customer Service
• Telecalling

Keywords:

• Customer Service Specialist