Associate Manager, Customer Service-GEM Asia

5282
Supply Chain

Dubai, AE

 

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

 

It's a colorful world - make your mark by joining the BIC team today.

 

 

MAIN RESPONSIBILITIES

 

We believe that the way we reach our customers is as important as the product we choose to sell, and following this mission, the required position will be responsible for the Order Management process in Asia Export Market, as well as or the Intercompany order process, to ensure optimal service level and customer satisfaction while achieving optimum levels of stock holding. Working in close collaboration with the Regional Customer Excellence Manager, Planning Team, Sales department, Customers and various different stakeholders, the Customer Service & Supply Chain Specialist will be responsible for driving outstanding customer satisfaction at optimal costs, being the main link between the customer and the company, in order to respond to the business needs.


Customer Service tasks:

 

  • Act as main link between the company and the customers. Ensure an effective communication and mutual understanding. Focus on understanding our customer’s needs.
  • Update and maintain all customer accounts in the systems.
  • Collect and follow up customer orders through CRM and ERP systems. Ensure a close follow up of daily order entering and guarantee strict order management accuracy.
  • Follow up on specific payment terms; align all necessary documentation to the specific payment method.
  • Issuing of local and export documentation including Invoice, Packing List, Proof of Delivery, Certificates and verifications when necessary.
  • Order tracking and follow up until delivery.
  • Work closely with Finance, Marketing and Sales, Planning, Logistics and Transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers.
  • Work closely with the Demand Planner. Assist in forecasting sessions and communicate customers ordering pattern as input to the forecasting efforts.
  • Participate in IBP (Integrated Business Planning)  monthly meetings. Set supply priorities based on Customer hierarchy and classification.
  • Work closely with Finance to ensure timely booking of invoices & accruals. Most importantly to maintain a clear audit records related to department activities.
  • Work closely with Sales & Marketing on business priorities specially events, activities and urgent ad hoc orders.
  • Prepare and coordinate orders outlook as input to planning forecast, warehousing operation forecast and transport forecast.
  • Regular follow up and update on OIS ( off invoice sales)  number and comparison to business targets.
  • Maintain a weekly shipment outlook and lead weekly/ monthly meetings with all stakeholders to review order status, priorities and challenges.
  • Compile and give feedback on indicators with regard to business performance and services provided to customers
  • Maintain regular meetings with key customers and sales team to review service levels and requirements and following through on action plans to further improve service.
  • Manage customer escalation issues effectively and timely. Ensue an effective response to customer requests, problems, and special needs.
  • Track customer claims and ensure a daily follow-up of outstanding items. Investigate claims and set action plans to prevent re-occurrence.
  • Oversee cross functional work relations that are targeted to resolve issues raised by Customers.
  • Focus constantly on service level performance improvement.
  • Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations
  • Prepare Weekly Sales update report for Asia Export markets and highlight risks and opportunities.
  • Actively participate in the periodic sales review meetings held with different stakeholders

 
Coordinate with Supply Planning team on the folloiwng:

 

  • Analysis of business needs in terms of products and ensure their availability.
  • Intercompany orders for local warehouse replenishment; and follow up with factory planners until order is shipped.
  • Coordinate on the best possible container optimization on inbound orders, to keep Freight-In costs as low as possible.
  • Coordinate on the local inventory levels; balance between intended service level and optimal inventory holdings.
  • Coordinate on Overstock and Slow-Moving items. Work with Sales and Marketing teams to propose actions to deplete them.
  • Work closely with Marketing teams to ensure on-time availability on new products.


Main KPI

 

  • On time in full (OTIF)
  • Back order evolution
  • Net Cut levels and evolution
  • FRDC

 

Qualifications

 

  1. Knowledge, Skills, Competencies and Experience
       R= Required                    D= Desired
    Simple Criteria
  • R- University degree completed in relevant field.
  • R - Minimum experience of 5 years’ experience with Customer Service organization.
  • R- Business oriented mindset.
  • R - Strong organization and time management skills. Efficient and can prioritize workload.
  • R - Process oriented, solution driven and a continuous improvement mindset. Be able to perform in a Lean organization.
  • D – Strong analytical and numerical skills.
  • D – Strong interpersonal and presentation skills.
     
    Complex Criteria

 

  • R - Overall Order Management process knowledge.
  • R – Specific payment terms knowledge such as L/C or documentary remittances.
  • R - Knowledge of ERP system (e.g. JDE, JDA) and CRM system (e.g XTEL). Advanced excel.
  • R - International Trade knowledge: documentation, processes, negotiations, regulations.
  • D - Deploy action plans throughout the organization, aimed to improve the Customer Service performance and achieve the proposed objectives.
  • D - Manages risks; counts with alternative plans for the strategic activities of the department.
  • D – Is creative; challenge the status quo.
  • D – Technical savvy

 

Teamwork Criteria and other soft skills:

 

  • R - Embodies all the BIC Values & Behaviors: Simplicity, Ethics, Responsibility, Teamwork, and Ingenuity.
  • R – Ability to influence none-company parties such as Customers or Partners, in order to find solutions that best fits all parties involved.
  • R – Team work and team spirit.
  • R - Effective communication skills and agility: business, technical and operational languages.
  • R- Ability to work in a multi-cultural environment, across disciplines and throughout different levels of the organization.
  • R - Solution driven with the willingness and ability to implement innovative ideas and improve working methodologies. Able to breakdown complex issues into simple components and build/implement required action plans.
  • D - Strong Drive for results / entrepreneurial Spirit / decision making: committing and delivering, acting with autonomy as it was their own company while fully respecting corporate rules and procedures, and applying the appropriate level of reporting to Management
  • D - Hands-on in line with BIC culture, can handle various tasks with humility and business drive
  • R - Strong team player and can empower the team to grow and be responsible for their own work.

 

 

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

 

As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

 

Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

 

It's a colorful world - make your mark by joining the BIC team today.