Ferrero is anything but ordinary. A family company with a truly progressive and global outlook. Home to iconic brands Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Joy® and Kinder Bueno®. As the love for our brands continues to grow, so too does our global reach. Today, the Ferrero Group is present in 55 countries, and its products are sold in more than 170 countries. Our continued growth in new markets presents exciting challenges for our people, alongside significant opportunities for career development and mobility.
Job Summary: The Customer Service Specialist (CSS) contributes to the success of UAE for Ferrero all Brands and Customers by handling frontline and backline activities to merchandise orders to key customers in a fast-paced direct customer delivery environment. The CSS must be able to analyze situations accurately taking effective action under narrow time constraints. This role reports into the Customer Service Manager Dubai and Northern Emirates.
Key Duties and Responsibilities:
Shipments and relationship with Key Customers across Dubai and Northern Emirates
Delivery of the SLAs agreed with the Business;
SOP creation for various tasks to be performed by the Back Office
Volume Management and Weekly Gross Sales reporting
Evaluating the monthly EDS Risk per K.A., taking corrective actions in replenishment and constraining the demand based on the actual status of the arrivals.
Close collaboration with the Product Supply team to ensure smooth and on time supply of shipments
Operational Review Calls with the sales.
New Launches - Reporting and tracking of NPDs
Close collaboration with Internal functions such as Demand Planning, Product Supply, Logistic Operations, Finance, Sales and PCM teams for seamless operations.
Monitoring of 3PL supplier performance on periodical basis with regard to turn-around-time of shipments and various other SLAs in collaboration with the network manager.
Focal point for queries and sample sets from internal and external auditors.
3pl invoice verification
Qualifications, Skills and Experience:
Two years of relevant experience in Customer Service in United Arabic Emirates
Experience in either FMCG, Retailing or Pharma industries
Must have experience in SAP and Direct Sales Delivery model
Advanced level of Excel is mandatory
Candidate must be based in the UAE
Fluent in English
Education in Supply Chain or Logistics Management or other related degree
Good command of Arabic language
The role requires superior customer service skills:
Patience and calming presence
Listening to customers
Ability to use positive language
Strong ability to work in a high-pressure environment
Ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
Ability to create a work environment of trust, feedback and open communication
Ferrero SpA is an Italian manufacturer of branded chocolate and confectionery products and it is the third biggest chocolate producer and confectionery company in the world. It was founded in 1946 in Alba, Piedmont, Italy, by Pietro Ferrero, a confectioner and small-time pastry maker who laid the groundwork for Nutella and famously added hazelnut to save money on chocolate. Ferrero produces several lines of confectionery goods under various brand names, as well as the chocolate-hazelnut spread, Nutella. The company has produced Nutella since 1964. The production of Nutella uses one-quarter of the world’s annual hazelnut supply. In 2014, Ferrero acquired Oltan Group, the largest hazelnut supplier in the world.