Customer Service & Distribution Planner

Job Purpose

The main purpose of the role is ensuring the highest service level to our customers by successfully managing and improving the entire process. This process includes order receipt until delivery to the customer warehouse. This role will be the single point of contact for all internal and external customer related queries.

Accountabilities

Sales Order Processing:

• Collect, create, and maintain Standard Operating Procedures for customers, service providers, and internal processes.
• Maintain relevant data for assortment and order forms.
• Collect, create, and maintain customer Master Data in SAP.
• Ensure timely order processing.
• Coordinate with the Supply & Demand team on stock availability.
• Create transparency for customers on order status.
• Coordinate with logistics service providers on pick & pack, loading, and delivery.
• Manage Logistical Value Added Services (LAS) for deliveries when required.
• Ensure all required documentation for clearance in case of cross-border shipments.
• Monitor deliveries up to the delivery point and obtain Proof of Delivery (POD) receipts.
• Keep logistics service providers accountable to agreed KPIs.
  
  

Claims And Quality Management

• Acknowledge and investigate all claims from receipt to resolution.
• Provide support to the QA team where required.
  
  

Relationship Management

• Develop Customer Supply Relationships with partners to understand their daily requirements.
• Understand key distribution routes and warehouse operations at Partners.
• Develop relationships with key distribution, warehouse, and transport personnel at Partners.
• Proactively investigate and identify the root cause of queries.
• Implement improvement processes to achieve Supply Chain optimization and reduce complexity wherever possible.
  
  

Reporting

• Provide monthly service level reports identifying all losses and reasons.
• Provide weekly updates on sales progress and associated risks.
• Generate various reports related to order management and logistics KPIs.