Customer Helpdesk Officer.SC - Business Perfomance Improvement 2

·       Manage standardization and transformation of Operations team requests into Panda ticketing system, including pre-issues, emergency orders, cross dock replacement POs, replenishment hold, stores closure and incident reporting in addition to overstock & damaged/expiry returns.

·       Validate additional pre-issue and emergency DSD orders requested by Operations team and/or SC Planning team, against the agreed criteria, before the communication with the Order Management team for executing the manual orders.

·       Validate Operations requests of NTI items in alignment with SC Planning team to ensure proper and on-time availability at stores.

·       Analyze Operations requests of cross dock replacement POs and other financially problematics replacement POs to take proper action before communicating Order Management for execution.

·       Ensure overstock analysis criteria are kept up-to-date and include new criteria to improve the efficiency of stock position evaluation in both Relex & Power BI overstock reporting tools, in alignment with the cross-functional stakeholders.

·       Validate biweekly overstock evaluation analysis across all stores for all business units, including both promo and regular leftover quantities.

·       Validate overstock return requests received from stores against the agreed criteria that involve promo repetition, days of cover, mode of delivery, minimum display quantities and contractual obligation with suppliers in addition to agreed schedules and DC capacity.

·       Follow up with the DCs to ensure issuance of return authorization documents on time for all stores.

·       Monitor the actual stores’ returns as well as their compliance with the authorized items/quantities and share periodical overstock progress reports with the cross-functional stakeholders.

·       Validate damaged and expiry return requests received from operations team, against the agreed criteria, and follow up with the DCs to issue return authorization documents on time for all stores.

·       Verify the commercial team requests for RTV against agreed criteria and timeline in addition to initiating the corresponding actions with both Operations and DC teams.

·       Manage operations requests related to stores closure, stores re-opening, temporary hold of replenishment, resuming replenishment, and incident & event reporting; in order to ensure the proper reflection on RELEX, RMFCS, and manual replenishment tools.

·       Develop SC survey for all services offered by supply chain functions, in alignment with Operations team and ensure compatibility of the survey’s elements with the used platform.

·       Analyze the SC quarterly Survey feedback, in comparison with the previous results, and share the outcomes with all respective supply chain functions; to take corrective actions when needed.

·       Design & create agreed DC tickets under SC HD area in addition to monitoring them for successful closure while following up with related stakeholders upon delay (e.g. Low Shelf Life Receiving & DC Stock Adjustment).

·       Take initiative in analyzing problematic areas related to SC Helpdesk by identifying various levels going as low as SKU/Store/Date level.

Education:

• Diploma/Bachelor's degree in business administration, management or relevant field with related experience. 

Experience, Skills & Compentencies:

• 1-3 years of related business experience. 
• Ability to coordinate cross-functionally. 
• Analytical and organization skills.
• Details oriented & extreme accuracy is needed.
• Alertness to data changes. 
• Manage the workload and meet the deadlines.
• Strong computer skills, including Microsoft Excel. 
• Good communication skills.
• Language (English is a must with Arabic is a plus