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Customer Service Supervisor

Customer Service Supervisor

Customer Service Supervisor

Customer Service Supervisor

JTI is a leading international tobacco company with operations in more than 120 countries. 

We’re the global owner of world-renowned brands such as Winston, the number two cigarette brand 

in the world, and Camel (outside the US). Our global brands also include Mevius, LD and Natural 

American Spirit, and we manufacture the internationally recognized Logic e-cigarette brand and 

Ploom Tech, a major brand in the heated tobacco category.

Headquartered in Geneva, Switzerland, we employ over 45’000 people across the globe. We were 

recently awarded Global Top Employer for the fifth consecutive year with regional Top Employer 

Certification in Europe, Asia-Pacific, North America, Africa and the Middle East. This is recognition 

of our outstanding talent strategy, energizing culture and commitment to learning and development.

We are a member of the Japan Tobacco Group of Companies. For more information visit

Position purpose Ensuring continuous and smooth supply of quality finished goods to distributors at 

the best cost - The position plays a central role acting as a link between the factory and Market 

managers / Distributors, involving both internal and external partners, with particular emphasis 

directed to the implementation and coordination of the following


1- Maintain, in liaison with distributors, factory and Market managers a product supply pipeline to 

all markets focusing on achieving the right balance between product freshness and sufficient in 

market stock.

2- The Supervisor is a dynamic, assertive, diplomatic leader operating in a volatile environment, 

responsible for team building, problem solving, decision making, effective communication and 

control capabilities.

3- Adding value and generating efficiencies are prerequisites in the goal of the Supervisor, with the 

objective to constantly enhance the quality of Customer Service and exceed Customer/Market 


Main Responsabilities

1- Maintain regular pro-active communication with factory and Market management ensuring the 

meaningful translation of sales order / forecasts into cost effective and timely production plans.

2- Maintain all customers and products master data in ERP.

3- Support CS Manager in providing training, coaching and support to the team (mainly escalations), 

necessary to ensure that all tasks are performed with efficiency and accuracy.

4- In coordination with the CS Manager, maintain / develop the appropriate processes, controls and 

tools that will ensure the integrity of all information processed by the department and serve as a base 

to produce optimum recommendations - Coordinate the implementation of these tools through the 


5- Ensure that CS Associate systematically process all reporting requirements on a timely manner 

and control the validity of all information collected and reported.

6- Generate and provide daily concise update to management any event affecting or potentially 

affecting shipment plan / forecast.

7- Ensure through a close relation with the factory that quality issues are being addressed in a timely 


8- Ensure that all activities undertaken by Customer Service department fully comply with company 

policies and procedures - Address promptly concerns/questions from the auditors.

9- Perform ERP required testing activities (new software release, enhancements) and responsible for 

escalations to 3rd party IT service provider.

10- Supervise the following key activities managed by CS Associates

Timely and accurate processing of orders to factory, maintaining systematic follow-up in relation to 

the conformity of their execution - Ensure timely issuance of shipping documents to distributors.

Timely submission of Quality Complaints.

Monitor actual production, stocks in transit & inventories in each market at SKW level.

Reporting on daily shipment update report, invoice payment and other reports.

Monitoring & communicating with distributors and Market any aging credit limit value & days for 

Nakhla distributors to ensure timely receipt of payments

Ensure timely and accurate update of master data (Customer Master data, SKW list, etc.)


Broad experience in export supply chain management 5-8 years in large FMCG company preferably 


Sufficient experience in managing a team and working in a multicultural environment.

Adequate experience of communicating at a senior level and in data analysis / reporting.


University degree in Business Administration, Supply chain or Finance.

Excellent work ethics especially adherence to deadlines.

English & Arabic fluent .

Experience with working with an ERP (e.g. SAP, Oracle, Microsoft Dynamics)

Proficient with Excel - Ability to acquire quickly new software and basics in MS Access and / or 

other BI tools a plus.

Ability to work under pressure in a volatile environment.

Seniority Level

Mid-Senior level


Consumer Goods Food & Beverages Tobacco

Employment Type


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