Customer Service Executive

Date: Nov ‎22, ‎2023
Location: Jeddah
Company: Shiseido
Country/Region: SA
Department:
Custom Field ‎4:
Company: Shiseido
MAIN RESPONSIBILITIES

• Sales Operations


• Administer the order from the customers by providing good customer service and assisting customers with their orders and inquiries including scheduled delivery dates.


• Process POSM orders & special orders from the Marketing team, related to PR requirements and marketing campaigns.


• Providing outstanding customer service by sending updated order forms to the customers.


• Manage the sales operational flow using the SAP B1 system from entering the sales order to invoicing the customer.


• Monitor 3PL activity for order preparation for its priority and to maintain customer delivery lead-time.


• Maintain tracker for the 3PL weekly issue to monitor and observe counter and preventive measures if applicable prior to the raised issue.


• Coordination and preparation of shipping insurance for local UAE deliveries.


• Track customer orders which are currently out of stock for further discussion with the supply & demand planning team.


• Manage sales return process from the creation of return request, approval till monitoring to 3PL prior to release credit notes.


• Expedited constant communication with Logistics Manager and Supply Chain Director to highlight a major issue that affected the sales order operation.


• Responsible for gathering new customer information and informing the concerned team to update the system database to successfully maintain accurate documentation and records.


• Run daily reports to check which shipments have left regional DC Warehouse and place
  the date in the operations tracker.


• Update tracker with shipping-related information.


• Track shipment arrival, provide inbound and outbound customs clearance documents to
  freight forwarder


• Track outbound order deliveries to customers to ensure it is in line with a sales estimate
  targets


• Follow up and follow through on inbound and outbound transportation and clearance to
  ensure any issues and gaps are resolved quickly and meet lead time KPI.


• 
  

  Coordinate with sales/Marketing team on office orders

  
  


• 
  

  Regulatory

  
  


• Ensure all additional regulatory and shipping requirements are met i.e. DG approvals,
  DM approval, SASO certification, COC certification, MFG declaration, etc.


• Liaise with EMEA regulatory team and distributors to ensure all products are registered


• 
  

  Upload documents to the DM registration portal.

  
  


• 
  

  Claims

  
  


• Manage customer delivery and shipment claims for shorts and damage deliveries and perform further necessary action to release credit notes to the customer.


• Ensure all prices are up to add and coordinate with the Sales/Marketing/Finance team to update SAP B1.


• Create and follow up on JSOX related to distributors' compensation

PROFILE
* Degree in Business/ Finance or Supply Chain or equivalent professional qualification
* Past experience in Supply Chain within FMCG/Beauty/Luxury industries in the Middle East region
* Past experience in working with the logistics and freight forwarding
* Working knowledge of GCC customs regulations
* Strong Computer skills -Advanced level Excel
* Preferably with experience using Future Master or other ERP statistical/Forecasting software packages
* You are process-driven, you have excellent organization skills and strong attention to detail
* Alignment with the Shiseido Trust8 working principles: Think Big, Take Risks, Hands-on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success

ORGANIZATION

• Reports to Finance & Supply Chain Manager


• Job Location: Jeddah, Saudi Arabia


• Contract type: Limited contract (Renewable)

MAIN RESPONSIBILITIES

• Sales Operations


• Administer the order from the customers by providing good customer service and assisting customers with their orders and inquiries including scheduled delivery dates.


• Process POSM orders & special orders from the Marketing team, related to PR requirements and marketing campaigns.


• Providing outstanding customer service by sending updated order forms to the customers.


• Manage the sales operational flow using the SAP B1 system from entering the sales order to invoicing the customer.


• Monitor 3PL activity for order preparation for its priority and to maintain customer delivery lead-time.


• Maintain tracker for the 3PL weekly issue to monitor and observe counter and preventive measures if applicable prior to the raised issue.


• Coordination and preparation of shipping insurance for local KSA deliveries.


• Track customer orders which are currently out of stock for further discussion with the supply & demand planning team.


• Manage sales return process from the creation of return request, approval till monitoring to 3PL prior to release credit notes.


• Expedited constant communication with Supply Chain Executive, Finance and Supply Chain Manager, and Supply Chain Director to highlight a major issue that affected the sales order operation.


• Responsible for gathering new customer information and informing the concerned team to update the system database to successfully maintain accurate documentation and records.


• Run daily reports to check which shipments have left regional DC Warehouse and place
  the date in the operations tracker.


• Update tracker with shipping-related information.


• Track shipment arrival, provide inbound and outbound customs clearance documents to
  3PL logistics team.


• Track outbound order deliveries to customers to ensure it is in line with a sales estimate
  targets


• Follow up and follow through on inbound and outbound transportation and clearance to
  ensure any issues and gaps are resolved quickly and meet lead time KPI.


• 
  

  Coordinate with sales/Marketing team on office orders

  
  


• 
  

  Regulatory

  
  


• Ensure all additional regulatory and shipping requirements are met i.e. DG approvals,
  DM approval, SASO certification, COC certification, MFG declaration, etc.


• Liaise with SGMA and EMEA regulatory team and distributors to ensure all products are registered


• 
  

  Upload documents to the registration portal.

  
  


• 
  

  Claims

  
  


• Manage customer delivery and shipment claims for shorts and damage deliveries and perform further necessary action to release credit notes to the customer.


• Ensure all prices are up to add and coordinate with the Sales/Marketing/Finance team to update SAP B1.


• Create and follow up on JSOX related to distributors' compensation

PROFILE
* Degree in Business, Sales, Marketing / Finance or Supply Chain or equivalent professional qualification
* Past experience in Supply Chain within FMCG/Beauty/Luxury industries in the Middle East region
* Past experience in working with the logistics and freight forwarding
* Working knowledge of GCC customs regulations
* Strong Computer skills -Advanced level Excel
* Preferably with experience using Future Master or other ERP statistical/Forecasting software packages
* You are process-driven, you have excellent organization skills and strong attention to detail
* Alignment with the Shiseido Trust8 working principles: Think Big, Take Risks, Hands-on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success
* Proficient communication in both Arabic & English

Job Segment: Logistics, Supply Chain, Sales Operations, Demand Planner,
Operations, Customer Service, Sales