Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
JOB SUMMARY: Promotes good customer relations between McDonalds and GSF-Egypt to ensure high quality customer service, rapid problem response and resolution, and proper understanding and use of GSF products.
ESSENTIAL FUNCTIONS:
- PlansMaintains strong relationships with McDonald stores, Operations Consultants, and GSF-Egypt through formal and informal communications, store visits (a minimum of once per month to each store), meetings,
and training. Also supports the relationship by participating in new GSF employee training for Customer Service, Driver, Helper, and Warehouse personnel. (20%) - Responds to in-store customer complaints and concerns regarding GSF products, resolving problems and troubleshooting to ensure strong customer relations and confidence in GSF product quality. Reviews and
researches store credit requests, forwarding those that are fair to the Operations Director for submission to Finance. Contacts the customer to advise them of the disposition on credit requests that have been rejected
and explains why. (20%) - Follows-up on customer complaints by investigating problem areas and inefficiencies within GSF and notifying appropriate GSF personnel. Assists in the correction of these problems by working closely with GSF management providing recommendations and feedback. (15%)
- Provides training to the McDonalds store employees in the proper use, handling, and storage of GSF distributed products. Conducts new operator/manager orientation meetings with new McDonalds staff to
educate them in GSF systems and operations. Assists with arranging and conducting GSF tours for customers. (10%) - Provides assistance at all new store openings and assists new stores in initial ordering and proper set-up procedures. (10%)
- Keeps GSF management aware of customer’s perception of the company, business issues, product concerns,future plans, and needs to enhance customer service. (5%)
- Attends McDonald store management and operations consultant’s meetings, as invited, to ensure ongoing communications and quality customer service. Participates in special project teams as a representative of GSF-Egypt to provide input, assistance, and direction. (5%)
- Responsible for having a complete “in-house” working knowledge of the McDonalds stores and their individual operations. Tracks and analyzes store sales and other related and relevant data to assist GSF production and distribution with scheduling, and to provide GSF management with data for planning purposes. (5%)
- Coordinates promotions with McDonalds marketing personnel and informs GSF management of upcoming promotions. Monitors usage if promotional items and advises GSF management of overstock or shortage situations. Assists with the introduction of new products into the McDonalds stores; coordinates special projects and field tests as requested to ensure a smooth introduction of products and high quality customer service. (5%)
- Provides and maintains a weekly written operational report of store status to GSF management to assist with monitoring GSF performance. Submits a quarterly report to the Managing Director that is a compilation of field service activities. (5%)
- Performs other related and assigned duties as may be necessary.
LEADERSHIP / MANAGEMENT RESPONSIBILITY:
- Significant responsibility for ensuring customer service and satisfaction
Job Requirements
MINIMUM QUALIFICATIONS:
Education/Certification:
- Bachelors degree in food science, business administration, commerce, or a related field from and accredited college or university.
Experience:
- 2-4 years of relevant experience in customer service and/or distribution.
Knowledge, Skills and Abilities:
Knowledge of (B / basic; J / journey; E / expert)
- Customer service concepts and techniques (E)
- GSF product characteristics, handling, food safety, and storage issues and techniques (E)
- McDonald store operations (E)
- GSF distribution (J)
- GSF manufacturing processes and procedures (J)
- Quality assurance techniques and approaches (J)
- PC word processing and spreadsheet software (B)
Skills and Abilities to:
- Communicate and coordinate effectively with internal and external customers verbally and in writing
- Analyze, interpret and resolve complex customer service problems or anomalies and identify appropriate solutions
- Develop long-term, high level relationships with customers
- Demonstrate maturity, professional presentation, poise, and flexibility in handling customer concerns
- Make rational recommendations and decisions in support of, and consistent with GSF policies and procedures
- Read and process written information, both in Arabic and English, with a high degree of technical accuracy (speaking, reading, writing, and interpretation)
- Travel via airplane and drive an automobile
- Maintain a flexible schedule to accommodate store operating hours and GSF 24/7 operations
- Work effectively in a general business environment, with a focus on high levels of quality and customer service
PERFORMANCE CATEGORIES:
- Productivity and quality standards: responsiveness and reliability
- Productivity and quality standards: site visits, a minimum of once per month to each store with follow-up reports complete, accurate, and timely
- Productivity and quality standards: professionalism in interactions with customers
- Productivity and quality standards: accuracy, timeliness, thoroughness
- Customer service and satisfaction
- Completeness and accuracy of research and recommendations on store credit requests
- Reduction of credit requests by stores
- Reduction of requests for special deliveries by stores
- Reduction of customer complaints
- Teamwork within the department and across departments
- Project and assignment standards
- Communication
- Reasonable and predictable attendance
- Professional attitude and demeanor
