Customer Service Specialist (CSS)

Posted Date about 1 year ago
Location United Arab Emirates
Discipline Call Centre & Customer Service
Job Reference 30897
Salary 0.0
Our client is now recruiting for a Customer Service Specialist (CSS)

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

CUSTOMER SERVICE MANAGEMENT
  • Shipments and relationship with Key accounts across Dubai and Northern Emirates
  • SAP ECC Key user, heavily involved in system related activities and testing
  • Manage Customer’s requirements & orders management on SAP in a timely manner.
  • Delivery of the SLAs agreed with the Business partners.
  • Close collaboration with Internal functions such as Demand Planning, Logistic Operations, Finance, Sales teams for seamless operations.
  • Leading operational meetings and business reviews with internal and external stake holders.
  • Accounted for CS main KPIs (CFR, Optimized delivery cost & reduction of returns waste)
CUSTOMER OPERATIONS MONITORING
  • Monitors the assigned customer operations processes and analyze the Key Performance Indicators to identify issues and improve process effectiveness.
  • Support business team with tools & reports to provide visibility on business performance.
  • Develop and measure company’s 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
 
  • Ensures the optimal collaboration, capability and process maturity within the chain
  • Avoid being tactical order processing individual by implementing a strategic customer logistics excellence program.
  • Cross-functional & business partner engagement to optimize order-to-delivery cycle times, achieving the optimum balance between best in class service and optimum cost level.
  • Collaborate with the warehouse and transportation team to identify opportunities, address issues and come up with actions that further improve the operation

Requirements:
  • 2 to 5 years of experience.
  • SAP ECC expert knowledge is a must & professional level in Excel and Power point.
  • Experience in direct store delivery logistics planning including the reversed operation.
  • Familiar with Kaizen approach of solving problems with continuous improvement mindset.