imane Abd El Mohsen Mohsen

Customer Service & CRM MangerFull Time

• Job Details:1. Manages sales orders from customers across Egypt , includes orders receipt, acknowledgement, and input on JDE Edward Financial System . • Managing a Customer Sales Order from receipt until product delivery through a streamlined ,competent process flow and in a timely ,efficient manner to the customer Including a Collaboration with Logistics department to submit them required shipping documents, invoices, Issue Notes etc / Pricing set up with finance. 2. Responsible for evaluating Order Accuracy to ensure compliance with internal policies as defined, in collaboration with commercial , finance , and compliance. 3. Ensure that Exceptions cases ( Orders ) are evaluated and appropriately documented as per the defined business process. 4. Manage customer escalations as well as internal and external communication regarding customer delivery coordination. 5. Identifing of potential supply problems like shortage of an item / Over stocked / expiry dates availability ) , then to implement necessary preventive and corrective actions. 6. Accurate invoicing in line with Ceva compliancy policies and revenue recognition rules. 7. Ensure a full updated customer database ( Address, Tele Fax and Email ) 8. Handling all price quotations & tenders of the year for the customers. 9. Producing written information for customers, informing them with major and important messages from the corporate. 10. Direct Communication with KA Customers to handle and ensure alignment on Purchase Orders required and Shipments. Process Analysis & Operational Excellence 11. Ensure a continuous improvement & efficiency for all customer service operations throughout a strategic thinking and collaboration with all relevant other departments. 12. Improving customer service procedures, policies, and standards through a collaboration with rest of departments to discuss possible improvements to customer service. 13. Developing feedback or complaints procedures for customers with relevant functions. 14. Analysing statistics and providing regular reports to determine the level of Achievement , Sales rate Vs Bud achieved, Lost Sales or any other weak points we might face by comparing our current status to previous ones (Area level / Item / customer ). 15. Being a Member of Forecast Committee of Supply that is held monthly to maintain a sustainable Supply of goods , negotiating current supply status , Obstacles , and Opprtunities then to adjust a sustainable forecast scheme Using “Vanguard system” in a collaboration with Supply Chain department. Thus for the forecasting process in terms of using an effective tool of accurate sales predictions. • Ensure all sales Members using the CRM application on daily bases in an efficient way. ( Place Orders & adding their activities ) • Orientation & Continues Training of the tool. • Replying questions and requests. • Following their using performance of the tool. • Customer Segmentation and Reporting for Focused & Potential Customers • Following up the process of Applying the SER (Sales Excellence Review and planning using the application in evaluation of the Sales team performance, with the Sales manager.