Job Opening for Outbound Customer Care Team Leader with Mars

Job description

Role Description

The individual is responsible for the customer care and logistics plannig operations in the UAE markets. This includes managing the relationship between Mars and TM distributors from a SC perspective. The function would be the main point of contact with the sales force and distributors in terms of customer service and logistics operations.

Key performance indicators include customer service levels to trade Case fill, Logistics reversal, On time delivery , NQC’s, S&H Cost as well as database maintenance on both Mars and customer systems for customer Credit Notes.

The Job entails cross-functional interaction between Sales, Finance ,SC Planning and Distributor to continuously improve our processes and KPI’s as part of our Supply Vision to “deliver the freshest products, leverage scale and continuously improve cost and service”.

Specific Responsibilities

Market Logistics operations

• Ensure all orders are processed accurately and on time, taking into account batch dates, quantities, delivery days etc.
• Ensure all credit notes are processed accurately and in a timely manner.
• Interface and work with the 3PL to confirm processed orders after picking and then create deliveries plan based on each customer’s consolidated ship date and agreed upon lead time.
• Manage delivery delays and proactively communicate and resolve deliveries exceptions
• Provide customer service support to the sales team and customers as required addressing service requests, issues, and questions.
• Communicates frequently with sales team to ensure expectations and on-time service requirements are being met per agreed agreement via solid and effective reports showing the service level vs. the agreement.
• Monitors delivery performance and anticipates customer service problems, opportunities and risks.
• Identifies and executes best and most cost-effective distribution methods are used by the 3PL.
• Manage effectively the cross-docking process between the remote warehouses to ensure on time delivery to lower trade vans as per the agreed schedule; that will require communicating daily with van stock replenishment planner and the 3PL.
• Manage the Point of sales material (POSM) inventory in the warehouse and effectively working with the sales team & trade marketing on POSM placement in the market.
• Maintains documentation and standard operating procedures for Warehouse & Distribution planning processes.
• Lead Phasing & Distribution efficiency projects to deliver SC OGSM. 

Customer Service

• Ensure all daily customer care operational work is delivered as per the SOP.
• Ownership of team objectives ,& coordinate with the right stakeholders to achieve team goals.
• Ownership of team capabilities development plan along with the LM.
• Ensure effective coordination with sales and logistics provider relating to orders delivery, supply & forecast matters along with other day to day work
• Take complete ownership on behalf of Customer Service team for allocated Key Accounts and contribute towards development of the same with regards to casefill, orderfill, on time deliveries and other measures of accuracy.
• Lead CC project & develop success criteria
• Provide support to the team interms of workload, vacation planning & emergencies.
• Accountable to drive cost savings initative in S&H 

Freshness

• Track the agreed Freshness KPI’s for 8 Audit SKU for their account & work on action plan to improve it.
• Collaborate with the Distributors to properly track warehouse stock levels and age to ensure a proper base for the Planning team & follow FIFO .
• Collaborate with the Sales team to track Trade Stocks and AOS for the Gulf markets, and to support initiatives to continuously improve through freshness profiles.
• Collaborate with supply team to plan a depletion plan for high freshness SKU

 KPI

Support the Gulf CCL Manager with service feeder through : Case Fill & On-time delivery.

Manage logistics reversal by account

Click on THIS link to apply.