الرئيسية » Customer Service Manager

Customer Service Manager at IFFCO Group

المنصب Customer Service Manager
نُشر في 24 Jul 2026
انتهت الصلاحية 23 Aug 2026
الشركة IFFCO Group
الموقع المملكة العربية السعودية | SA
نوع الوظيفة Full Time

الوصف الوظيفي:

أحدث معلومات الوظائف من IFFCO Group لمنصب Customer Service Manager. If the Customer Service Manager الشاغرة في المملكة العربية السعودية تتوافق مع مؤهلاتك، يرجى تقديم أحدث طلب أو سيرة ذاتية مباشرة من خلال بوابة وظائف Jobkos المحدثة.

يرجى ملاحظة أن التقديم على وظيفة قد لا يكون سهلاً دائماً، حيث يجب على المرشحين الجدد استيفاء مؤهلات ومتطلبات معينة تحددها الشركة. نأمل أن تكون الفرصة المهنية في IFFCO Group لمنصب Customer Service Manager أدناه تتوافق مع مؤهلاتك.

The Customer Service Manager role is based in Jeddah and responsible for leading the customer service function across المملكة العربية السعودية, ensuring seamless execution of the end-to-end Order-to-Bill (O2B) process while delivering superior service levels to customers, distributors, and key retail partners. The role acts as a critical link between Sales, Supply Chain, Logistics, and customers to ensure product availability, order accuracy, and operational excellence.

The Customer Service Manager drives OTIF performance, customer satisfaction, and service reliability while leading a customer-focused team capable of supporting the dynamic requirements of the FMCG business.

Order-to-Bill (O2B) Process Management
  • Oversee the end-to-end Order-to-Bill process, ensuring accurate and timely processing of customer and distributor orders.
  • Ensure compliance with credit control, pricing validation, order alالموقع, and commercial policies.
  • Monitor and improve order processing efficiency to enhance service reliability and reduce cycle times.
  • Proactively resolve order-related issues to minimize delays and maintain customer satisfaction.
Customer Service Excellence & OTIF Management
  • Monitor OTIF, Case Fill Rate, and overall service performance across customer segments.
  • Investigate service failures and implement corrective actions to improve customer experience.
  • Collaborate with Demand Planning and Supply Planning teams to mitigate stock availability risks.
  • Lead service review meetings and drive the execution of improvement action plans.
Customer & Distributor Relationship Management
  • Serve as the primary escalation point for customer service and supply-related issues.
  • Build and maintain strong relationships with key customers, distributors, and retail partners.
  • Conduct periodic performance reviews against agreed KPIs.
  • Ensure timely resolution of complaints, returns, claims, and related issues.
Cross-Functional Coordination
  • Partner with Sales teams to align customer requirements, promotional activities, and demand forecasts.
  • Coordinate with Warehousing, Logistics, and Finance teams to support efficient order fulfillment, delivery, and credit management.
  • Provide regular service performance updates and business insights to management.
Team Leadership & Capability Building
  • Lead, coach, and develop the customer service team to achieve departmental objectives.
  • Set clear performance goals and monitor progress against targets.
  • Identify development needs and implement relevant training and capability-building initiatives.
  • Promote a customer-focused and continuous improvement culture.
  • Maintain customer service dashboards and KPI reporting.
  • Analyze service performance trends and identify improvement opportunities.
  • Lead initiatives to improve efficiency, accuracy, and customer satisfaction.
  • Support digitalization and automation projects within customer service operations.
KPIs
  • Order Accuracy
  • Customer Satisfaction
  • Order Processing
  • SLA compliance and cycle time performance
  • Case Fill Rate
  • CFR achievement by customer/account
  • Claims Management
  • Resolution cycle time and closure rate
  • Reduction in penalties, fines, and order cancellations
  • Team Performance
  • Individual and team KPI achievement
Work experience requirement
  • Minimum 5-7 years of experience in Customer Service, Logistics, or Supply Chain functions within the FMCG industry.
  • Minimum 2-3 years of leadership experience managing customer service teams.
  • Proven experience in Order-to-Bill processes, customer operations, and service level management.
  • Strong knowledge of Saudi FMCG distribution and retail operations.
  • Advanced proficiency in SAP or Oracle ERP systems.
  • Advanced Microsoft Excel and Power BI skills.
  • Excellent Arabic and English communication skills.
Qualification
  • Bachelors degree in engineering/supply chain Managment, Logisics, Businedd Administration, or any relevant d iscipline.
Dispatch Documentation
  • Sales Order Process Management
  • Logistics Planning
  • Customer Management
  • Sales and Distribution Strategy Management

معلومات الوظيفة:

  • الشركة: IFFCO Group
  • المنصب: Customer Service Manager
  • مكان العمل: المملكة العربية السعودية
  • الدولة: SA

كيفية تقديم الطلب:

بعد قراءة وفهم المعايير ومتطلبات الحد الأدنى من المؤهلات الموضحة في معلومات الوظيفة Customer Service Manager at the office المملكة العربية السعودية أعلاه، أكمل فوراً ملفات طلب الوظيفة مثل خطاب التقديم، السيرة الذاتية، نسخة من الشهادة الجامعية، كشف الدرجات، والملاحق الأخرى كما هو موضح أعلاه. أرسلها عبر رابط الصفحة التالية أدناه.

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