✨ AI Summary
PepsiCo is seeking a SC Customer Interaction Sr. Associate in Cairo, Egypt. This permanent, full-time role supports the GCC Supply Chain team with customer service administration, order management, and fulfillment. The associate will act as a vital link between retailers, the distribution network, and the Customer Services Team, ensuring timely product delivery and service. Key responsibilities include processing various order types, handling customer queries, managing delivery issues, responding to issues via multiple communication channels, and generating end-of-day reports. The role also involves managing returns, refusals, and coordinating with internal departments. The ideal candidate will have a university degree, excellent English communication skills, strong customer service abilities, meticulous attention to detail in data entry and order processing, proficiency in Microsoft Office Excel, and ideally experience with order-take systems or SAP. A systematic, analytical approach to problem-solving and the ability to manage deadlines are also crucial.
Requirements
The role requires a university degree and excellent spoken and written English. Previous exposure to a similar role is a plus. Key abilities include highly effective customer service skills, excellent attention to detail with data entry and order processing experience, proficiency in IT technology with good knowledge of Microsoft Office Excel, and ideally good knowledge of order-take systems or SAP. Excellent communication skills, a systematic and analytical approach to problem-solving, and the ability to work against daily deadlines are also essential.
Description
OverviewThis role is responsible for supporting GCC Supply Chain team with general customer service administration, order management and order fulfilment and execution support. It will require a collaboration with all departments supporting SC in terms of solving daily order issues and implementing business actions. The vital link between retailers, our distribution network and wider Customer Services Team for day-to-day orders and delivery process & ultimately to make sure our customers get the products & service they need.ResponsibilitiesOrder Management & Order Fulfilment: Process customer orders: EDI, Open text and manual, samples, LC, interco and export Deal with customer queries - Deliveries / shortages / CC / Transport / commercial / finance/ traffic planning / 3PL Failure management - re process, cancel and comms to customers, transport and CC Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams & Zoom chats) End of day reports to make sure all orders are clean Book in deliveries through separate customer portals or phone customer Goods In or by emails then input into SAP Order cleansing Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal & external) Training and on boarding of new associates Manage returns and refusals: Create return delivery and inform sending WH and 3PL about pick up order Align on issue resolution with customer Receive notification about return delivery from customer/sales (in rare cases - only large quantity errors, health issues, damages etc.) Other activities: Daily problem solving in order processing Coordination between departments (in person, by phone, zoom meetings, email) People ResponsibilitiesSupport Customer Support team with all initiatives to improve GBS service offerings Support relationship management with key stakeholders within BU supply chainQualificationsExcellent spoken and written English language knowledge University degree Previous exposure to similar role is a plus Abilities: Highly effective customer service skills to build and maintain very good working relationships with internal and external customers. Excellent attention to detail with data entry and order processing experience. Proficient in IT technology with good knowledge of Microsoft Office Excel. Ideally good knowledge of order-take systems or SAP, or have the ability to learn and adapt to bespoke systems and processes. Excellent communication skills. Systematic, disciplined and analytical approach to problem solving. Demonstrate ability to work against daily deadlines with the ability to plan and prioritise own workload. Displays responsible and ethical behaviour towards customers, suppliers and others in the organisation.