Distribution Coordinator

Role Overview

Distribution Coordinator at Alghanim Industries. This is a customer-facing operational role responsible for managing orders, routing, returns, rescheduling, cancellations, complaints, and refunds while coordinating activities across Order Processing Agents, Showroom Storekeepers, labourers, and third-party delivery partners.

Role Purpose

Serve as the primary point of contact between customers and internal departments for all correspondence and coordination related to orders, complaints, returns, and dispatch activities. Manage the end-to-end distribution process to ensure timely delivery, accurate information flow, and resolution of customer issues within company KPIs.

Key Responsibilities

Orders & Scheduling

• Maintain distribution schedules to ensure proper fleet capacity utilization and delivery lead-time.
• Process order cancellation and returns requests across multiple systems.
• Log information in systems regularly with necessary updates related to orders, deliveries, customer complaints, order cancellation and returns.
• Print system documents related to each order and customer complaints.
• Plan work effectively to fulfil responsibilities on time and without delay.

Customer Communication & Complaints

• Establish correspondence with customers via email to follow up, inquire about and update information related to orders and customer complaints.
• Handle customer complaints and resolve within identified company KPI.
• Serve as point of contact between customers and various departments for correspondence related to orders, customer complaints and returns.

Dispatch & Logistics

• Follow up with third-party delivery agents through calls and the tracking system.
• Manage dispatch coordination with internal teams and third parties.
• Coordinate and support local and central colleagues in sending email to vendors for any stock at vendor cases on a daily basis and support Showroom Storekeepers to arrange picking and delivery for the same.

Internal Coordination & Systems

• Manage correspondence with various departments for order fulfilment, customer complaints and returns.
• Coordinate activities with Order Processing Agents, Showroom Storekeepers and labourers.
• Solve picking issues in short cases after informing Call Center through SAP QM based processes by putting all required information in the SAP QM ticket.
• Process deliveries, customer complaints, customer returns and order cancellation requests in multiple systems.
• Ensure accuracy and correctness of information while processing any documents and/or updates in systems.

Reporting & Documentation

• Send daily performance reports for orders dispatched, cancelled, pending and not dispatched.
• Check Payment on Delivery Outstanding-ageing list received by Finance colleagues.
• Help Showroom Storekeepers in handing over cash on a daily basis and support the preparation of related documents.

Qualifications & Experience

• 1 to 3 years' experience in similar roles.
• High school education minimum.
• Diploma or Bachelor's Degree is preferred.

Skills & Competencies

• Fluent in writing and communication skills.
• Good coordination and process handling skills.
• Team player with positive attitude and willingness to stretch limits.
• SAP QM systems knowledge.
• Multi-system processing capability.