Customer Service Executive
Date: Nov 22, 2023
Location: Jeddah
Company: Shiseido
Country/Region: SA
Department:
Custom Field 4:
Company: Shiseido
MAIN RESPONSIBILITIES
- Sales Operations
- Administer the order from the customers by providing good customer service and assisting customers with their orders and inquiries including scheduled delivery dates.
- Process POSM orders & special orders from the Marketing team, related to PR requirements and marketing campaigns.
- Providing outstanding customer service by sending updated order forms to the customers.
- Manage the sales operational flow using the SAP B1 system from entering the sales order to invoicing the customer.
- Monitor 3PL activity for order preparation for its priority and to maintain customer delivery lead-time.
- Maintain tracker for the 3PL weekly issue to monitor and observe counter and preventive measures if applicable prior to the raised issue.
- Coordination and preparation of shipping insurance for local UAE deliveries.
- Track customer orders which are currently out of stock for further discussion with the supply & demand planning team.
- Manage sales return process from the creation of return request, approval till monitoring to 3PL prior to release credit notes.
- Expedited constant communication with Logistics Manager and Supply Chain Director to highlight a major issue that affected the sales order operation.
- Responsible for gathering new customer information and informing the concerned team to update the system database to successfully maintain accurate documentation and records.
- Run daily reports to check which shipments have left regional DC Warehouse and place
the date in the operations tracker. - Update tracker with shipping-related information.
- Track shipment arrival, provide inbound and outbound customs clearance documents to
freight forwarder - Track outbound order deliveries to customers to ensure it is in line with a sales estimate
targets - Follow up and follow through on inbound and outbound transportation and clearance to
ensure any issues and gaps are resolved quickly and meet lead time KPI. - Coordinate with sales/Marketing team on office orders
- Regulatory
- Ensure all additional regulatory and shipping requirements are met i.e. DG approvals,
DM approval, SASO certification, COC certification, MFG declaration, etc. - Liaise with EMEA regulatory team and distributors to ensure all products are registered
- Upload documents to the DM registration portal.
- Claims
- Manage customer delivery and shipment claims for shorts and damage deliveries and perform further necessary action to release credit notes to the customer.
- Ensure all prices are up to add and coordinate with the Sales/Marketing/Finance team to update SAP B1.
- Create and follow up on JSOX related to distributors’ compensation
PROFILE
- Degree in Business/ Finance or Supply Chain or equivalent professional qualification
- Past experience in Supply Chain within FMCG/Beauty/Luxury industries in the Middle East region
- Past experience in working with the logistics and freight forwarding
- Working knowledge of GCC customs regulations
- Strong Computer skills –Advanced level Excel
- Preferably with experience using Future Master or other ERP statistical/Forecasting software packages
- You are process-driven, you have excellent organization skills and strong attention to detail
- Alignment with the Shiseido Trust8 working principles: Think Big, Take Risks, Hands-on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success
ORGANIZATION
- Reports to Finance & Supply Chain Manager
- Job Location: Jeddah, Saudi Arabia
- Contract type: Limited contract (Renewable)
MAIN RESPONSIBILITIES
- Sales Operations
- Administer the order from the customers by providing good customer service and assisting customers with their orders and inquiries including scheduled delivery dates.
- Process POSM orders & special orders from the Marketing team, related to PR requirements and marketing campaigns.
- Providing outstanding customer service by sending updated order forms to the customers.
- Manage the sales operational flow using the SAP B1 system from entering the sales order to invoicing the customer.
- Monitor 3PL activity for order preparation for its priority and to maintain customer delivery lead-time.
- Maintain tracker for the 3PL weekly issue to monitor and observe counter and preventive measures if applicable prior to the raised issue.
- Coordination and preparation of shipping insurance for local KSA deliveries.
- Track customer orders which are currently out of stock for further discussion with the supply & demand planning team.
- Manage sales return process from the creation of return request, approval till monitoring to 3PL prior to release credit notes.
- Expedited constant communication with Supply Chain Executive, Finance and Supply Chain Manager, and Supply Chain Director to highlight a major issue that affected the sales order operation.
- Responsible for gathering new customer information and informing the concerned team to update the system database to successfully maintain accurate documentation and records.
- Run daily reports to check which shipments have left regional DC Warehouse and place
the date in the operations tracker. - Update tracker with shipping-related information.
- Track shipment arrival, provide inbound and outbound customs clearance documents to
3PL logistics team. - Track outbound order deliveries to customers to ensure it is in line with a sales estimate
targets - Follow up and follow through on inbound and outbound transportation and clearance to
ensure any issues and gaps are resolved quickly and meet lead time KPI. - Coordinate with sales/Marketing team on office orders
- Regulatory
- Ensure all additional regulatory and shipping requirements are met i.e. DG approvals,
DM approval, SASO certification, COC certification, MFG declaration, etc. - Liaise with SGMA and EMEA regulatory team and distributors to ensure all products are registered
- Upload documents to the registration portal.
- Claims
- Manage customer delivery and shipment claims for shorts and damage deliveries and perform further necessary action to release credit notes to the customer.
- Ensure all prices are up to add and coordinate with the Sales/Marketing/Finance team to update SAP B1.
- Create and follow up on JSOX related to distributors’ compensation
PROFILE
- Degree in Business, Sales, Marketing / Finance or Supply Chain or equivalent professional qualification
- Past experience in Supply Chain within FMCG/Beauty/Luxury industries in the Middle East region
- Past experience in working with the logistics and freight forwarding
- Working knowledge of GCC customs regulations
- Strong Computer skills –Advanced level Excel
- Preferably with experience using Future Master or other ERP statistical/Forecasting software packages
- You are process-driven, you have excellent organization skills and strong attention to detail
- Alignment with the Shiseido Trust8 working principles: Think Big, Take Risks, Hands-on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success
- Proficient communication in both Arabic & English
Job Segment: Logistics, Supply Chain, Sales Operations, Demand Planner, Operations, Customer Service, Sales
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