Customer Service Specialist - FMCG (9 months Contract)

at  ManpowerGroup Middle East

The Role
Role description: The Customer Service Specialist (CSS) contributes to the success of all Clients 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 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 Clients 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

• Minimum 5 years of experience. • SAP ECC 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.

About the company
We lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work. ManpowerGroup powers the success of many of the world’s most dynamic organizations. We deliver innovative workforce solutions that enhance competitiveness, increase efficiency and spur productivity. Combining global reach with local expertise - 3600 offices in over 80 countries - we know the changing world of work and bring a deep understanding of the companies we work for and the industries we service. ManpowerGroup entered the Middle East in December 2007 after acquiring local company Clarendon Parker, thus bringing 15 years in-depth local knowledge combined with a global footprint and industry shaping expertise and thought leadership. Manpower Middle East supports clients in the Middle East and North Africa regions. Our business is aligned to key skill specializations to ensure our clients requirements are met by expert and knowledgeable consultants that understand your industry and role requirement. Our consultants are experts in finding the right talent across all industries in a broad-range of occupations including: * IT & Telecommunications * Engineering & Construction, Oil & Gas * Banking, Finance & Legal * Sales & Business Development * Marketing, Public Relations & Communications * Human Resources & Training * Customer & Support Services (Secretarial and Administrative) * Operational, Supply Chain & Logistics * Executive Recruitment * Emiratization Solutions * Recruitment Program Outsourcing Solutions * Managed Service Provider Solutions * Talent Based Outsourcing Solutions * Outsourced Staffing Solution

Please refer the Job description for details