A/ Main responsibilities:
- Have a daily analysis of the orders portfolio and compare it to the capacity of distribution centers to anticipate service levels, deliveries lead-time.
- Analyse shortages and carry out products substitutions, price corrections and catalogue update with customers in order to optimise service level.
- Daily order processing (receive, key orders, proactively ensure order processing and follow-up until the delivery.
- Coordinate the different logistic services (Sales, Physical Distribution, Customer Service, Business Unit Supply) through the sharing of information (shortages, substitutions) in order to ensure clients satisfaction.
- Participate to the optimization of orders picking and transport operations in order to gather orders by delivery point.
- Ensure Returns & refusals are picked from customers and processed at the DC on time
- Analyse & Review dispute rate data; make sure action plans are followed up.
- Supervise daily work of team and 3PL (transport, WH) which may impact OTFR or OTIF to customers.
KPIs:
- Order optimisation (hooking) & Deliveries optimisation
- Order to delivery time.
- Last 7 days billing.
- Dispute rate.
- Cost to serve projects on optimizing OTC and PD costs
- Internal Control adherence
B / Skills and Qualification:
Excellent interpersonal skills
Effective organizing skills
Excellent problem-solving skills
Effective communication skills
Attention to details.
High level of accuracy and responsibility to follow through
Excellent customer insights.
Personality: honest, trustworthy, respectful, sensitivity, flexible, integrity
C/ Ideal profile:
Those who have experience of supply chain organization
Senior customer services/ 3 – 5 experience working years