MARWA RAAFAT

Export customer service specialistFull Time

• Job Details:* Having complete ownership of the Company’s order processing flow: from receipt of the order, control and entry according to process, to delivery and invoicing & customer master data.  Solving problems and act proactively, keeping the customer, superior manager and the sales staff informed of order status and potential problems (price discrepancies, stock availability, carrier delay…) in the order process flow.  Making use of order management tools, utilize and collect all necessary information about distributor/ market status to fulfil an export transaction in optimum manner (min / max volume to ship, financial status, age of order, % to affiliate budget, subsequent impact on RDD if any, tender Vs non tender…).  Keeping the organization up to date with any upcoming / new changes in countries / distributors requirements and contribute to identify feasible solutions where applicable.  Working closely with various stakeholders (distributors, sales team, finance, IP, RA, transport, legal…) to ensure all necessary conditions for optimum and compliant (export) transactions are met.  Sales Vs Target: Proactively highlight any shipment execution risks with concerned stakeholders and follow on resolution to secure a timely shipment execution.  Continuously and proactively initiate proposals on how to improve and make the (export) flows more efficient.  Review tenders, contracts and share advice on shipment conditions and delivery terms.  Creating and fostering an excellent relationship with the external customers of the dedicated customer region.  In charge of frequent calls with customers to increase service level and to make sure all relevant business-related topics, news, issues are covered, and proper documentation of agreed action points and resolution status is shared.  Register and manage customer complaints in ARM including return till complaint can be closed In case of recall manage returns.  Pro-active registration of any claim / event which has impact on quality of service drive corrective action and continuous improvements in quality of our service.  Ensuring correct (electronic) archiving of customer orders.  Timely review of documents requirements and delivery terms under LC and proactively highlight potential risks and discrepancies.  Timely preparation of documents and shipment bookings in order to meet all requirements.  Maintaining correct information into contracts incl. servicing contracts.  On time invoicing and J-SOX reporting for assigned transactions.  Participating in local QIM meeting to improve quality of service to customers.  Participating ad hoc in projects.

Techtronic Industries Middle East and Africa-DubaiFull Time

• Job Details: Coordinate with sales team and customer service team by managing schedules,  filing important documents and communicating relevant information to ensure  that the full cycle from order receiving till invoicing is completed.  Supporting the sales force with general operations to help reach the team’s  objectives  Monitor the team’s progress, identify shortcomings and propose improvements.  Store and sort financial and non-financial data in electronic form and present  reports.  Inform clients of unforeseen delays or problems.  Communicating internally important feedback from customers.

Senior Customer Service Logistics SpecialistFull Time

• Job Details: Manage all cycle of sales across MENA region starting from order entry ( SAP ERP) till shipment delivery to customer, ensure fast respond and on-time  deliveries with sense of urgency and zero complacency.  Effectively handle all call, email, web and fax transactions to ensure customer/consumer satisfaction by supporting Stanley Black & Decker’s Key Performance Indicators (KPIs). KPIs measured will include abandonment rate and answer time.  Work closely with Demand Fulfilment Team and supply planners for the stock availability and order fulfilment.  Make sure that orders and shipments daily tracker always updated to provide full visibility to all members of the team and to make sure that billing risks cases are solved before closing of the month and the Sales KPIs are achieved.  Drive to achieve customer service KPI’s  Full-service supply to customers including master data management.  Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.  Consistently improve and manage customer communication flow on promotions and product information  Be an involved business partner. Take ownership while exercising good judgment and propensity to effect change.