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ID433896
ReferenceMK433896
TitleCustomer Service Manager
Job TypeContract
LocationUnited Arab Emirates
DescriptionCustomer Service Manager - This is a Contract role through ManpowerGroup - 6 months renewable

Expected areas of competences:
• Demonstrate current working knowledge of all regulations, challenges, policies, and procedures pertinent to a specific specialty area when serving internal or external customers
• Demonstrate understanding of the customer databases and the impact updates have on multi divisional Order to Cash processes
• Challenge the status quo and identify ideas to simplify work and improve results
• Communicate ideas effectively to ensure accuracy and consistency in the coding of customer databases
• Make sound judgments and appropriate decisions for consistently and accurately maintaining customer databases based on coding requirement and guidelines
• Establish and maintain strong internal and external working relationships and demonstrate diplomacy when dealing with sensitive information
• Energize and influence others to take actions; especially over those which there is no formal authority
• Demonstrate mutual trust, respect, cooperating and partnering, contributing to a highly functioning team working together to achieve common objectives
• Able to perform a variety of complex administrative, clerical and project oriented duties and responsibilities
• Demonstrate ability to effectively multi-process diverse tasks in a fast paced environment, meet tight deadlines and work independently with little supervision
• Work process improvement and focus on service level
• Intellectual and emotional capability and commitment
• Proven analytical, problem solving as well as great oral and written communication skills

Key responsibilities:
• Work with the supply chain group to ensure that there is no disruption in supply of product to the markets
• Manage 3rd Party (Batterjee) for secondary packaging
• Assist Finance Manager for Month Closes, Projections and Budget
• Assist AR Manager in processing debit notes and collecting receivables
• Support Marketing team in Sales forecasting, Projections and Budget
• Create, implement and manage the processes necessary to ensure timely and accurate reporting such as In-Market Sales, To-Market Sales, Stocks, DOI …
• Ensure distributor inventory level reflects properly the company’s demand
• Ensure that company products prices are backed-up by appropriate approved APEX requests in compliance with company procedures
• Detect and act to solve problematic issues such as distributors credit hold situations, debit notes due to distributors
• Recognize and recommend approaches for solving a variety of problems, keeping all appropriate resources informed

Experience and Knowledge:
• At least 8 years of post-qualification Experience in Supply chain or Customer Service in a multinational company
• Former experience in Finance is an advantage
• Ability to manage outbound logistics and supply chain is essential
• Exposure to a wide range of company functions and their policies
• Key understanding of customer databases, pricing, order entry, shipping, billing, Accounts Receivable report
• Good knowledge of the order to cash processes, accounting, reporting & analysis
• Demonstrate strong knowledge of Letter of Credit and Export Documentary Collection processes
• Managed multiple projects/activities simultaneously from beginning to end and be well organized
• Experience of working with in-house and external counsel to anticipate and mitigate risks to the Company
• Exposure to personal and telephone communication with external customers
• Demonstrated ability and desire to continuously drive process improvements and streamline activities
• Demonstrated ability to work in a matrix team environment and be a trusted and reliable source of information, analysis and support
• Successful record of establishing broad intra/extra-company relationships
• Successfully exhibited the ability to set priorities and develop solutions
• Ability to be both clear and concise
• Strong Excel skills with proficiency in Microsoft Office applications
• Working knowledge of SAP, SAP BI will be an advantage

Qualifications:
• Bachelor’s degree or equivalent in commerce
• MBA or professional Finance qualification preferred

Languages:
• Full professional proficiency in English
• Arabic preferred but not mandatory
Main SkillsThis is a Contract role through ManpowerGroup - 6 months renewable Expected areas of competences: • Demonstrate current working knowledge of all regulations, challenges, policies, and procedures pertinent to a specific specialty area when serving internal or external customers • Demonstrate understanding of the customer databases and the impact updates have on multi divisional Order to Cash processes • Challenge the status quo and identify ideas to simplify work and improve results • Communicate ideas effectively to ensure accuracy and consistency in the coding of customer databases • Make sound judgments and appropriate decisions for consistently and accurately maintaining customer databases based on coding requirement and guidelines • Establish and maintain strong internal and external working relationships and demonstrate diplomacy when dealing with sensitive information • Energize and influence others to take actions; especially over those which there is no formal authority • Demonstrate mutual trust, respect, cooperating and partnering, contributing to a highly functioning team working together to achieve common objectives • Able to perform a variety of complex administrative, clerical and project oriented duties and responsibilities • Demonstrate ability to effectively multi-process diverse tasks in a fast paced environment, meet tight deadlines and work independently with little supervision • Work process improvement and focus on service level • Intellectual and emotional capability and commitment • Proven analytical, problem solving as well as great oral and written communication skills Key responsibilities: • Work with the supply chain group to ensure that there is no disruption in supply of product to the markets • Manage 3rd Party (Batterjee) for secondary packaging • Assist Finance Manager for Month Closes, Projections and Budget • Assist AR Manager in processing debit notes and collecting receivables • Support Marketing team in Sales forecasting, Projections and Budget • Create, implement and manage the processes necessary to ensure timely and accurate reporting such as In-Market Sales, To-Market Sales, Stocks, DOI … • Ensure distributor inventory level reflects properly the company’s demand • Ensure that company products prices are backed-up by appropriate approved APEX requests in compliance with company procedures • Detect and act to solve problematic issues such as distributors credit hold situations, debit notes due to distributors • Recognize and recommend approaches for solving a variety of problems, keeping all appropriate resources informed Experience and Knowledge: • At least 8 years of post-qualification Experience in Supply chain or Customer Service in a multinational company • Former experience in Finance is an advantage • Ability to manage outbound logistics and supply chain is essential • Exposure to a wide range of company functions and their policies • Key understanding of customer databases, pricing, order entry, shipping, billing, Accounts Receivable report • Good knowledge of the order to cash processes, accounting, reporting & analysis • Demonstrate strong knowledge of Letter of Credit and Export Documentary Collection processes • Managed multiple projects/activities simultaneously from beginning to end and be well organized • Experience of working with in-house and external counsel to anticipate and mitigate risks to the Company • Exposure to personal and telephone communication with external customers • Demonstrated ability and desire to continuously drive process improvements and streamline activities • Demonstrated ability to work in a matrix team environment and be a trusted and reliable source of information, analysis and support • Successful record of establishing broad intra/extra-company relationships • Successfully exhibited the ability to set priorities and develop solutions • Ability to be both clear and concise • Strong Excel skills with proficiency in Microsoft Office applications • Working knowledge of SAP, SAP BI will be an advantage Qualifications: • Bachelor’s degree or equivalent in commerce • MBA or professional Finance qualification preferred Languages: • Full professional proficiency in English • Arabic preferred but not mandatory
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