Asst Manager Customer Service & Business Transition for FA Markets

LOCATION: Preferably in Côte d'Ivoire

This organization is the fastest growing division within its parent company, boasting a turnover of over €1 billion. The purpose of this organization is to identify and serve underserved markets, consumers, channels, and brands, working closely with the company's Business Units.

JOB PURPOSE

This role will manage customer service for Francophone Africa (FA) markets and will also help support the SC lead in business transition activities.

Customer Service

• Manage complete Order to delivery cycle for FA markets/business

• Lead supply chain customer service operations with a focus on increasing customer satisfaction and strengthen collaboration with customer supply chain team.

• Manage order service levels KPIs

• Track secondary sales and market inventory closely with BDMs and

Distributors

• Highlight/ Red flag to SU on Supply plan gaps, shipping document delays which can impact order/delivery service level KPI’s.

• Accountable for resolving issues like Supply delays, document errors and shortage/damage claims.

• Reporting on monthly and quarterly view of Open orders, Supply plan, Sales, Ambition and Supply Chain Service rate

• Oversee that there is no error in shipping documents, as per agreed CSI (Customer Shipping Information)

• Liaise with Sales, Marketing, CD Ops to drive monthly Demand review and weekly DSR meeting with focus on improving Service Rate (SR), Forecast Accuracy (FA) and Forecast Bias (FB)

• Coordinate with Logistics & Global Freight procurement team for New Lanes creation.

• Resolve any issues with the shipping lines while shipment clearance at the port, ensuring No Demurrage and Detention

Support for Business Transition

• Assist in Planning and Co-ordinating business transition activities

• Support the execution of transition plans, ensuring timelines and deliverables are met

• Work closely with team across Supply Chain and Customer Development / Customer Operations to ensure alignment

• Track progress, maintain documentation and escalate issues as needed

• Review and proactively identify risk to ensure transition timelines are met

KEY REQUIREMENTS:

• MBA /Engineering Graduate with 7-9 years of experience in Supply Chain Operations

• Person should be business focused and enable sales growth.

• Excellent written and oral communication skill in English & French

• Proficiency to communicate effectively across various cultural backgrounds & functional areas. Strong cross-functional & Stakeholder management

• Excellent in MS Excel, Power bi, Word & Power point