Key duties & responsibilities
Delivers excellent supply chain customer service, from order receipt through to delivery and enables achievement of specific customer service level targets under the supervision of the Logistics & Customer Service Manager.
Complete the order/supply process through SAP in line with departmental procedures
Ensure all orders are processed on time (Follow-up with Account receivable on order release and order processing at the Warehouse)
Consistent and clear communication with customers- communicate the status of orders to the customer & internal stakeholders
Pricing, Customer Master Data maintenance, Claims and Continuous Improvement
Set up and maintain the customer listing in SAP
Investigate and resolve all customer queries and implement corrective action to avoid recurrence
Responsible for Customer Master Data maintenance
Internal/External Customer Support
Ensure internal collaboration and stakeholder management to ultimately ensure customer satisfaction is achieved
Communicate customer requirements to all internal departments/external parties (Beiersdorf & Warehouse Service provider) monthly.
Supply quality and timely information to assigned customers & BDF Sales representatives on all matters within the order management process (Items not supplied due to MOQ Issues, Delivery Status, Blocked orders)
Serve as the single point of contact on all order/supply activity.
Make a range of decisions with regards to priorities and appropriate response to customer queries.
Respond to customer queries promptly and accurately, liaising with other departments where necessary.
Participate in Supply Chain weekly operational meetings to resolve open issues and to plan for the future.
Minimum Diploma/Degree in a business-related qualification
experience in a Customer Service environment.
Excellent understanding of the FMCG business
Proficient in all MS Office packages
SAP knowledge within the SD module
Display of excellent communication skills.
Ability to develop good working relationships
Excellent sales and administrative skills
Customer focused approach
Ability to work under pressure and highly organized