IFFCO jobs

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span>Job Summary <br></span><p>The Customer Service Manager role is based in Jeddah and responsible for leading the customer service function across Saudi Arabia, ensuring seamless execution of the end-to-end Order-to-Bill (O2B) process while delivering superior service levels to customers, distributors, and key retail partners. The role acts as a critical link between Sales, Supply Chain, Logistics, and customers to ensure product availability, order accuracy, and operational excellence.</p><br> <p>The Customer Service Manager drives OTIF performance, customer satisfaction, and service reliability while leading a customer-focused team capable of supporting the dynamic requirements of the FMCG business.</p><br><br><br>Roles &amp; Responsibilities <br> Order-to-Bill (O2B) Process Management <ul> <li>Oversee the end-to-end Order-to-Bill process, ensuring accurate and timely processing of customer and distributor orders.</li> <li>Ensure compliance with credit control, pricing validation, order allocation, and commercial policies.</li> <li>Monitor and improve order processing efficiency to enhance service reliability and reduce cycle times.</li> <li>Proactively resolve order-related issues to minimize delays and maintain customer satisfaction.</li> </ul> Customer Service Excellence &amp; OTIF Management <ul> <li>Monitor OTIF, Case Fill Rate, and overall service performance across customer segments.</li> <li>Investigate service failures and implement corrective actions to improve customer experience.</li> <li>Collaborate with Demand Planning and Supply Planning teams to mitigate stock availability risks.</li> <li>Lead service review meetings and drive the execution of improvement action plans.</li> </ul> Customer &amp; Distributor Relationship Management <ul> <li>Serve as the primary escalation point for customer service and supply-related issues.</li> <li>Build and maintain strong relationships with key customers, distributors, and retail partners.</li> <li>Conduct periodic performance reviews against agreed KPIs.</li> <li>Ensure timely resolution of complaints, returns, claims, and related issues.</li> </ul> Cross-Functional Coordination <ul> <li>Partner with Sales teams to align customer requirements, promotional activities, and demand forecasts.</li> <li>Coordinate with Warehousing, Logistics, and Finance teams to support efficient order fulfillment, delivery, and credit management.</li> <li>Provide regular service performance updates and business insights to management.</li> </ul> Team Leadership &amp; Capability Building <ul> <li>Lead, coach, and develop the customer service team to achieve departmental objectives.</li> <li>Set clear performance goals and monitor progress against targets.</li> <li>Identify development needs and implement relevant training and capability-building initiatives.</li> <li>Promote a customer-focused and continuous improvement culture.</li> </ul> Reporting &amp; Continuous Improvement <ul> <li>Maintain customer service dashboards and KPI reporting.</li> <li>Analyze service performance trends and identify improvement opportunities.</li> <li>Lead initiatives to improve efficiency, accuracy, and customer satisfaction.</li> <li>Support digitalization and automation projects within customer service operations.</li> </ul> <br><br><br>KPIs <br><ul> <li> <p><strong>KPI Category</strong></p><br> <p><strong>Metrics</strong></p><br> <br> <p>Service Level</p><br> <p>OTIF ≥ 98%</p><br> <br> <p>Order Accuracy</p><br> <p>≥ 98.5% Order Accuracy</p><br> <br> <p>Customer Satisfaction</p><br> <p>CSAT achievement versus target</p><br> <br> <p>Order Processing</p><br> <p>SLA compliance and cycle time performance</p><br> <br> <p>Case Fill Rate</p><br> <p>CFR achievement by customer/account</p><br> <br> <p>Claims Management</p><br> <p>Resolution cycle time and closure rate</p><br> <br> <p>Cost Efficiency</p><br> <p>Reduction in penalties, fines, and order cancellations</p><br> <br> <p>Team Performance</p><br> <p>Individual and team KPI achievement</p><br> <br> </li> </ul><br><br>Work experience requirement <br><ul> <li>Minimum 5–7 years of experience in Customer Service, Logistics, or Supply Chain functions within the FMCG industry.</li> <li>Minimum 2–3 years of leadership experience managing customer service teams.</li> <li>Proven experience in Order-to-Bill processes, customer operations, and service level management.</li> <li>Strong knowledge of Saudi FMCG distribution and retail operations.</li> <li>Advanced proficiency in SAP or Oracle ERP systems.</li> <li>Advanced Microsoft Excel and Power BI skills.</li> <li>Excellent Arabic and English communication skills.</li> </ul><br><br>Qualification <br><ul> <li>Bachelors degree in engineering/supply chain Managment, Logisics, Businedd Administration, or any relevant d<span><span>iscipline.</span></span></li> </ul><br><br>Competencies <br>Dispatch Documentation<br>Sales Order Process Management<br>Logistics Planning<br>Customer Management<br>Sales and Distribution Strategy Management<br>Communicating effectively<br>Self and Team Management<br>Planning &amp; Decision Making<br>Customer Centricity<br>Ownership &amp; Result Orientation<br><br><br><br> </div><h2 data-automation-id="subHeaderPreferredCandidate" class="h5"> Preferred candidate </h2> <div class="row is-m v-align-top t-small bg-mute"> <div class="col is-3 p5" data-automation-id="label_Years_of_experience"> <b>Years of experience</b> </div> <div class="col is-9 p5" data-automation-id="data_Years_of_experience"> 5+ years </div> </div> <div class="row is-m v-align-top t-small "> <div class="col is-3 p5" data-automation-id="label_Degree"> <b>Degree</b> </div> <div class="col is-9 p5" data-automation-id="data_Degree"> Bachelor's degree / higher diploma </div> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span>Job Summary <br></span><p>The Supply &amp; Demand Planning Manager role is based in Jeddah and responsible for leading the supply and demand planning, inventory management, logistics operations, and supply continuity across Saudi Arabia. The role ensures accurate demand forecasting, optimal inventory levels, superior customer service performance, and efficient logistics execution while maintaining supply chain costs within business targets.</p><br> <p>This position serves as a critical bridge between Commercial, Supply Planning, Procurement, Logistics, and Third-Party Logistics providers to ensure product availability, stock freshness, and operational excellence throughout the supply chain network.</p><br><br><br>Roles &amp; Responsibilities <br><p><strong>Demand Planning and Forecasting</strong></p><br> <ul> <li>Lead the monthly Demand Planning and S&amp;OP cycle to align demand forecasts with supply capabilities.</li> <li>Develop and maintain forecasting models using sales trends, market insights, promotions, and historical data.</li> <li>Monitor forecast performance and implement corrective actions to improve forecast accuracy.</li> <li>Prepare and communicate demand forecasts, inventory outlooks, and business recommendations to management.</li> <li>Support Annual Operating Planning (AOP) through scenario analysis and volume projections.</li> </ul> <p><strong>Inventory Management and Supply Availability</strong></p><br> <ul> <li>Maintain optimal inventory levels to meet customer demand while minimizing excess stock.</li> <li>Monitor inventory health, Days of Stock (DOS), stock freshness, and slow-moving inventory.</li> <li>Implement inventory optimization initiatives to reduce aging stock, write-offs, and expiry risks.</li> <li>Ensure inventory accuracy and effective inventory control processes.</li> <li>Collaborate with Procurement and Supply Planning teams to achieve target service levels and OTIF performance.</li> </ul> <p><strong>Logistics and Warehouse Operations</strong></p><br> <ul> <li>Manage warehousing, distribution, transportation, and inbound logistics operations.</li> <li>Monitor logistics and warehouse KPIs, operational costs, and service level performance.</li> <li>Optimize warehouse capacity utilization, transportation resources, and distribution efficiency.</li> <li>Oversee customs clearance and inbound supply activities to ensure uninterrupted product flow.</li> <li>Lead operational improvement initiatives to enhance productivity, service quality, and efficiency.</li> </ul> <p><strong>Cost Management and Process Optimization</strong></p><br> <ul> <li>Manage supply chain operational budgets and control logistics-related expenditures.</li> <li>Identify and implement cost-saving opportunities while maintaining service standards.</li> <li>Drive continuous improvement initiatives to increase operational efficiency and customer satisfaction.</li> <li>Participate in feasibility studies and supply chain network optimization projects.</li> </ul> <p><strong>Third-Party Partner Management</strong></p><br> <ul> <li>Develop and maintain strong relationships with logistics providers, warehouse operators, and suppliers.</li> <li>Monitor third-party performance against agreed KPIs, SLAs, and contractual commitments.</li> <li>Conduct regular business reviews and drive continuous improvement programs with partners.</li> <li>Ensure service continuity while optimizing operational performance and costs.</li> </ul> <p><strong>Team Leadership and Capability Building</strong></p><br> <ul> <li>Lead, coach, and develop the teams.</li> <li>Set performance objectives and monitor achievement</li> <li>Identify capability gaps and implement training</li> </ul> <br><br>Work experience requirement <br><ul> <li>Minimum 8–10 years of Supply Chain experience within the FMCG sector.</li> <li>Proven experience in Demand Planning, Logistics, Warehousing, and Inventory Management.</li> <li>Strong understanding of S&amp;OP processes and demand forecasting methodologies.</li> <li>Experience managing third-party logistics providers (3PLs).</li> <li>Hands-on experience with ERP, Warehouse Management Systems (WMS), and Supply Chain Planning tools.</li> <li>Strong knowledge of the Saudi FMCG market and distribution environment.</li> <li><span>Fluent in English; Arabic is preferred.</span></li> </ul><br><br>Qualification <br><ul> <li>Bachelor's Degree in Supply Chain Management, Logistics, Business Administration, Engineering, or related field.</li> <li>Master's Degree in Supply Chain Management or Business Administration is preferred.</li> <li>Professional certifications such as APICS, Six Sigma, PMP, or TQM are highly desirable.</li> </ul><br><br>KPIs <br> <p><strong>KPI Category</strong></p><br> <strong>Metrics</strong> <br> <p>Forecast Accuracy</p><br> <p>Absolute Variance and Forecast Accuracy Achievement</p><br> <br> Customer Service <p>OTIF, CVFOT, Order Value Delivered vs Ordered</p><br> <br> <p>Inventory Management</p><br> <p>DOS Coverage, Stock Accuracy, Stock Availabilit</p><br> <br> <p>Inventory Health</p><br> <p>Stock Freshness, Slow-Moving Stock, Near-Expiry Inventory</p><br> <br> <p>Cost Management</p><br> <p>Supply Chain Cost Within Budget (% of Sales)</p><br> <br> <p>Warehouse Operations</p><br> <p>nventory Write-off Reduction &amp; Warehouse Efficiency</p><br> <br> <p>Logistics Performance</p><br> <p>Fleet Utilization &amp; Transportation Efficiency</p><br> <br> <p>Continuous Improvement</p><br> Delivery of Cost Saving and Process Improvement Initiatives <br> <br><br>Competencies <br>Vendor Management<br>Negotiating Skills<br>Procurement Material and Vendor Management<br>Global Markets and Commodities Business Trends<br>Contract &amp; Vendor management<br>Communicating effectively<br>Self and Team Management<br>Planning &amp; Decision Making<br>Customer Centricity<br>Ownership &amp; Result Orientation<br><br><br><br> </div><h2 data-automation-id="subHeaderPreferredCandidate" class="h5"> Preferred candidate </h2> <div class="row is-m v-align-top t-small bg-mute"> <div class="col is-3 p5" data-automation-id="label_Years_of_experience"> <b>Years of experience</b> </div> <div class="col is-9 p5" data-automation-id="data_Years_of_experience"> 5+ years </div> </div> <div class="row is-m v-align-top t-small "> <div class="col is-3 p5" data-automation-id="label_Degree"> <b>Degree</b> </div> <div class="col is-9 p5" data-automation-id="data_Degree"> Bachelor's degree / higher diploma </div> </div>