Lead of Enterprise Infrastructure Egypt Regional Lead of Hybrid Integration Platform HIP- MENAT

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The Customer Support Organization has an important role to play as they serve as the primary customer contact for an igned portfolio of accounts they bring the customers, sales and business operations together.

They are responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.

Tasks

Principal Responsibilities:

Timely gather all relevant info to accurately respond to all customer queries related to product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value

Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)

Other customer special requirements related to GBE/market

Validation and order entry of customer purchase orders within defined target

Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)

Covers order scheduling according customer specific requirements as well as internal stock availability

Set up, doent and maintaining the order entry process for igned customers

Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments

Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation

Ensures accurate processing of performance rebates for all major distribution and platinum accounts

Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices

Requirements

Requirements:

High School Diploma required

Business fluent in written and spoken English (plus additional European languages based on market destination)

5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience

Strong knowledge/experience with CRM/ERP system business processes

High level of MS office ss (Excel, Word, Outlook, PowerPoint)

We value:

Process doentation ss

Six sigma knowledge is a plus

Specialist user level for SAP, SFDC, InContact and/or other CRM/ERP tools

Experience with Customer tools/portals perceived as a plus

Incoterms & special Trade and Compliance knowledge including applicability and exceptions is a plus

Financial understanding of the OTC process is a plus

High level of customer orientation

Excellent written and spoken communication ss (phone, mail, email)

Ability to build relationships and networks in a virtual team environment

Strong team player with the ability to take ownership and follow-through

Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement

Demonstrated solution-oriented, pro-active can do attitude, Willingness and ability to work under own initiative

Self-motivated with ertive communication ss, positive and result oriented attitude

Well organized with good time management, result oriented