About the job
Danone MENA is looking for a a Dynamic Customer Service Executive for its
Specialized Nutrition Business in the Gulf to be bases in Cairo, Egypt.
This role will ensure high performance on Order Management cycle, resulting in
an increase in product availability and faster response time in managing
effective logistics, as well as engaging with distributors on order management
, driving efficiencies in order management and improvement in processing lead
time to documentation and contribute to improve the customer service levels in
terms of response time and product delivery.

About The Role :
‎1- Key Accountabilities:
* Customer orders management which incl. but not limited to receipt, review, process & archive
* Order reconciliation process with distributors as per assigned markets to align order quantities, capture actions on received, planned or open quantities.
* Follow up monthly on expected orders dispatch with supply planning
* Always ensure accuracy of the Order to Cash system (R3) @ with a monthly validation process to match with master file
* Manage complaints product returns, damages and claims
* Market returns & warehouse expiry count limited
* Tracking of shipments, follow up of customs clearance onto delivery customer warehouse
* Follow up on unmoved shipments and shipments with longer than expected lead times
* Deploy tools for tracking of shipment from supply points to destination country
* Execute monthly air freight plans
* Effectively communicate with internal & external stake-holders on orders status
* Drive continuous improvements in customer service operations process to deliver efficiencies
* Owns maintenance, tracking of master file & R3 review to communicate to customer service for update.
* Owns update of the SC SOP with quarterly review & update in line with risk managemen

‎2- Key Performance Indicators:
* Order reconciliation accuracy
* ‎100% accuracy in R3 & Master file
* Discipline in process execution
* Order management with customers (back orders, reconciliations)
* Claim resolution within agreed SLA
* Customer service performance improvement
* Maintain & file SOPs

‎3- Job Dimensions:
* Business impact (Value added of this role and contribution to the business (direct and indirect CANN impact, size of budget and/or headcount to manage): The role has a direct impact on business results as its KPIs directly affect the set targets.
* Strategic contribution (leadership team membership, size and significance of portfolio to be managed, level of responsibility in the strategic planning process of the CBU, number and size of projects, etc.): The candidate should be a strategic thinker with the ability to develop a road map for the supply chain and route to market for ‎3 years.
* Geographic scope of the job: Middle East Region, which includes Gulf, Levant, Saudi, & Emerging markets
* Team management (size of team to hierarchically manage, local or remote management, national or international teams, diversity of skills and competencies managed): not applicable
* Functional management (project leader or contributor, size of project team to manage, local or remote management, national or international teams, diversity of skills and competencies managed): will be required to contribute to international teams / projects
* Main internal relations (size and function of the internal network (customers, peers, etc.) and the role of this position in these networks): The role involves a high level of interaction between internal stakeholders at the Middle East regional office and close collaboration with Supply Chain teams in Supply Points
* Main external relations (size and function of the external network (HCPs, scientists, stakeholders, etc.) and the role of this position in these networks): Liaison with Distributors & 3rd party providers as required.
About you
To be successful in the role you should ideally have:

Education & professional experience:
* Bachelor Degree.
* ‎1 year experience in a multinational FMCG and/or Pharma company is a strong plus, Fresh Graduate after careful consideration.
* English is a Must.
* Proficient in Excel and PowerPoint.
* Primarily hands-on knowledge of local distributor management and supply chain management.

Location:
Cairo, Egypt.

Languages required :
* Fluent in English and Arabic.

Functional Competencies:
* Order to cycle management
* Distributor Management
* Advance excel proficiency
* Supply chain flow (upstream to downstream)
* Logistics management
* Value creation through cross functional management
* Project management
* Cost management

Soft Skills:
* Strong communication skills
* Strong ownership & accountability
* Clear understanding of full chain
* Attention to details
* Time management
* Highly process / KPI driven
* Strong interpersonal skills
* Continuous improvement mindset
* Team player
* Able to absorb pressure
* Strong analytical skills

Mobility:
Ideally, candidates should be open to move within the region or outside the
region with Danone in ‎3-‎4 years if such an opportunity will arise which will
contribute to his/her career growth.
About us
Danone is a world-leading food company operating in three business divisions:
Fresh Dairy Products, Specialized Nutrition, and Waters.
Danone's mission is Bringing health through food to as many people as possible
and we want to invite people to join the movement for a healthier world. We
recognize the power people have in impacting the world through their daily
choices. Each time we eat and drink, we vote for the world we want to live in.
We believe a healthy body needs healthy food. And healthy food needs a healthy
planet and this is what our new signature One Planet One Health embodies.

We offer
Working in Danone MENA is one of the best places to build a strong career
through everyday learning, empowerment, and team collaboration in an open
culture & environment. Our culture fosters autonomy and empowerment, where
your everyday can be a fresh adventure - full of new possibilities and
opportunities for your development.
Danone MENA doesn't just welcome what makes you unique, we value it. We're
proud to be an equal opportunity employer, where all hires to our team are
based on qualifications, merit, and business needs. We recruit, employ, train,
and promote regardless of race, color, religion, disability, sex, national
origin, age, genetic characteristic, or any other protected status. Faithful
to our values of openness and humanism, all of our employees share in the
commitment to engage one another with dignity and respect

So, if you are the Customer Service Executive we are looking for, click on
"apply" now before the closing date on June 5th.

For more information about Danone, its people, and its business, please visit
www.danone.com

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