The Customer Service Specialist (CSS) contributes to the
success of KSA for Ferrero all Brands and Customers 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
  
• Manage Customer’s requirements
  & orders management in a timely manner.
  
• Master Data Maintenance and
  continous improvement of System data base.
  
• Delivery of the SLAs agreed with
  the Business partners.
  
• Close collaboration with Internal
  functions such as Demand Planning, Product Supply, Logistic Operations,
  Finance, Sales teams for seamless operations.
  

CUSTOMER OPERATIONS MONITORING

• Monitors the assigned customer
  operations processes and analyses the Key Performance Indicators, in order to
  identify issues and to improve processes effectiveness..
  
• Develop and measure Ferrero
  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

• Identifies and implement the
  improvement actions of the operative activities, spreading the related
  procedures and information.
  
• Ensures the optimal collaboration,
  capability and process maturity to avoid being a tactical order processing
  group to a strategic customer logistics excellence team
  
• Cross-functional & business
  partner engagement to optimize our order-to-delivery cycle times, as well as
  the optimum balance between best in class service at a cost optimum level
  
• Collaborate with the warehouse and
  transportation team to identify opportunities, address issues and come up with
  actions that further improve the operation
  

• Immediate joining.
  
• Proven Knowledge in supply chain,
  understanding the cycle of customer service.
  
• Preferred experience in customer
  service ( supply chain) 1-2 years.
  
• Saudi National
  
• Duration: 6 months