Job Description

Customer Service Executive / SupplyChain - Fix term contract
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Date: 15 Oct 2024
Location: dubai
Company: Shiseido

I. Job purpose
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The purpose of the customer service job is to provide assistance and support to customers for Shiseido Arabia in KSA before, during, and after their purchase or interaction with a company's products or services. Here are some key aspects of its purpose:



• Customer Satisfaction: Ensuring customers have a positive experience by addressing their needs, concerns, or questions promptly and effectively.
• Problem Resolution: Helping customers resolve issues they encounter with products or services, aiming to turn potentially negative experiences into positive ones.
• Relationship Building: Building rapport and trust with customers to encourage repeat business and loyalty to the brand.
• Product Knowledge: Being knowledgeable about the company's offerings to provide accurate information and guidance to customers.
• Feedback Collection: Gathering feedback from customers to improve products, services, and overall customer experience.
• Brand Ambassadorship: Representing the company in a positive light, reflecting its values and commitment to customer satisfaction.


Overall, customer service jobs play a crucial role in ensuring that customers feel valued, heard, and supported throughout their interactions with a company.



II. Main tasks
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Functional Responsibilities:

• Optimises output for customer order fulfilment.
• Escalates operational bottlenecks or other issues as necessary.
• Optimises customer service parameters.
• Manage large amounts of incoming calls and emails.
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies.


Leadership Responsibilities:

• (Functionally) leads assigned operational duties and responsibility as customer service executive.
• Communicating in a transparent and constructive manner.
• Enabling to realize his or her own potential and advance within the organization.


#### III. Dimension / Key figures



3PL Key Performance Indicators •(responsible)•


Customer Order Fulfilment •(responsible)•


Customer Claims management


Supply Chain Process & Control in SAP B1 •(responsible)•


Rush orders (customer request)


OTIF (dispatched)


OTIF (delivered)


Outstanding Order Lines



IV. Detailed tasks



Customer Service Operations



1. 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 Marketing team, related to PR requirements and marketing campaign.
• Providing outstanding customer service by sending updated order forms to the customers.
• Manage the sales operational flow using SAP B1 system from entering the sales order till invoicing the customer.
• Monitor 3PL activity for order preparation for its priority and to maintain customer delivery lead-time.
• Maintain tracker for 3PL weekly issue to monitor and observe counter and preventive measure if applicable prior to the raise issue.
• Track customer orders which is currently out of stocks for further discussion to the supply & demand planning team.
• Manage sales return process from creation of return request, approval till monitoring to 3PL prior to release credit notes.
• Expedited constant communication with the Logistics & Customer Service Manager and Supply Chain Director to highlight major issue which affecting the sales order operation.
• Responsible for gathering new customer information and inform concern team to update the system data base for successfully maintaining accurate documentation and records.
• Run daily reports to check which shipments have left the regional DC Warehouse and place the date in the operations tracker.
• Update tracker with shipping-related information.
• Track shipment arrival, and provide inbound and outbound customs clearance documents to freight forwarder
• Track outbound order deliveries to customers to ensure it is in line with 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


2. 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.



V. Profile / Requirements



• Degree in Business/ Finance or Supply Chain or equivalent professional qualification
• Past experience in Supply Chain within FMCG/Beauty/Luxury industries in Middle East region
• Past experience in working with the logistics and freight forwarding
• Strong Computer skills -Advanced level Excel
• You are process driven, you have excellent organization skills and strong attention to details
• Alignment with the Shiseido Trust8 working principles: Think Big, Take Risks, Hands on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success
• Proven customer support experience or experience as a client service representative
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Schedule Work : from Sunday to Thursday to cover Saudi Arabia business





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