CUSTOMER SERVICE SENIOR OFFICER

Role Overview

Customer Service Senior Officer at Napco National. Bahrain Nationals only.

Role Purpose

Prepare customer invoices and shipping documents while applying intermediate business acumen, communication, data analysis, planning and organizing, and technological proficiency in an NFP business environment. Execute core functional and technical competencies across supply chain, inventory, warehouse, production, logistics, and customer relationship management.

Key Responsibilities

Customer Service & Documentation

• Prepare customer invoices and shipping documents.

Business Acumen & Operations

• Interpret and apply internal policies and procedures within the NFP business environment.
• Convert company strategy and forecasts into operational needs in terms of material and services sourcing, capacity planning, logistics (inbound and outbound), and resources planning.

Communication & Reporting

• Communicate and deliver information in a business context both verbally and in writing in a clear, concise, and comprehensive manner.
• Monitor, collect, and interpret raw data from various sources.
• Evaluate and analyze results and create reports to assist decision-making across various aspects of work.

Planning & Organization

• Organize and plan work and project activities to efficiently accomplish tasks and meet short and long-term objectives.

Data & Inventory Management

• Apply inventory principles including replenishment techniques, applications, accounting systems, and material and parts requirement planning techniques.
• Manage stock rotation and raw material distributions across multiple warehouses.
• Manage and control input and output activities in warehouse operations.
• Conduct accurate stock counts.
• Monitor and report inventory record accuracy (IRA).
• Optimize facilities location, space planning, and optimization (currency unit/Kg and Kg/SQM).
• Execute storage techniques, loss prevention, and asset preservation.
• Implement 5S methodology.

Logistics & Supply Chain Optimization

• Optimize logistics to maximize inbound and outbound operational efficiency and reduce freight cost versus budget through knowledge of shipping and clearance techniques, fleet sizing, and fleet management.
• Identify and mitigate potential disruptions to continuous flow of material.
• Know and apply the latest global best practices in supply chain security, customs regulations, INCOTERMS, payment modalities and guarantees, insurances, and international shipping and trade agreements relevant to Napco's operations.
• Apply knowledge of the four major supply chain models: Supply Chain Operations Reference (SCOR), Global Supply Chain Forum (GSCF), Process Classification Framework (PCF), and Supply Chain Best Practices Framework (SCBPF), and other emerging approaches.

Customer Relationships & Service Level Management

• Effectively liaise with internal and external customers.
• Execute Service Level Agreements (SLAs).
• Resolve claims.
• Understand measurement criteria.

Negotiation & Supplier Management

• Plan a negotiation strategy and apply effective negotiation techniques within ethical standards to safeguard both company and internal and external supplier and customer interests.

Production Planning & Manufacturing Knowledge

• Understand the use of Napco's machines' functions and limitations, tools, and labor to effectively and efficiently manufacture Napco's products.
• Understand the general process of transforming raw materials into finished goods.
• Set smart, challenging, and attainable daily manufacturing visual targets and material plans at all planning horizons.
• Ensure internal operational efficiency while meeting customers' requirements and maximizing output in line with monthly set production (MT) and Sales out (SR) targets.
• Ensure highest machine utilization percentage through aligning sales force on free capacity by machine.

Technology & Systems

• Understand and effectively use standard equipment and office automation systems and software.

Languages

• Demonstrate knowledge of and use both National and Foreign languages, both spoken and written.

Qualifications & Experience

• Intermediate level proficiency in business acumen, communication, data analysis and reporting, language, planning and organizing, and technological ability.
• Basic level proficiency in business planning, inventory management, negotiation skills, logistics optimization, warehouse management, customer relationships management, supply chain regulations, manufacturing knowledge, production planning, supply chain risk and synchronization management, and supply chain models.

Skills & Competencies

• Business Acumen (Intermediate)
• Communication (Intermediate)
• Data Analysis & Reporting (Intermediate)
• Language Skills (Intermediate)
• Planning & Organizing (Intermediate)
• Technological Ability (Intermediate)
• Business Planning (Basic)
• Inventory Management (Basic)
• Negotiation Skills (Basic)
• Logistics Optimization (Basic)
• Warehouse Management (Basic)
• Customer Relationships Management (Intermediate)
• Supply Chain Regulations (Basic)
• Manufacturing Knowledge (Basic)
• Production Planning (Basic)
• Supply Chain Risk & Synchronization Management (Basic)
• Supply Chain Models (Basic)