• Lead the customer service team with 15 employees .
• Develops and applies customer service indicators in order to assure excellence in customer service.
• Makes plans, prioritizes, and schedules the team’s activities so that resources are used effectively and that work schedules and targets are met to ensure product/service standards at highest quality.
• Observes the status of activities to identify problem areas and adapt procedures to improve the overall performance of the team.
• Manages order to billing and after sales process, incl. complaint handling.
• Improves and implements the strategies and KPI's through EMEA (Europe & Middle East & Africa ) Supply Chain Objectives which focus on operational excellence and customer centric approach.
• Maintains correct demand planning and builds advanced forecasting ,improves the S&OP process and participates monthly S&OP meetings with Finance and Commercial teams and discuss SC related issues.
• Responsible for driving performance and reporting on KPI metrics (i.e. forecast accuracy & bias ,back order,line fill rate ; OTIF & LIFR (on time delivery criteria),service level ) and ensuring that the organization meets performance expectations.
• Follows up customer sales backorder very closely by regular reporting and attends weekly S&OE meetings in order to escalate the critical customer back order issues.
• Controls pricing approval workflow process.
• Lead loans, rental & consignment / fulfillment operations, sales orders ,inventory & consignment levels with distributors and sales agents.
• Publishes daily sales reports for commercial team and finance.
• Manages system projects ,enhancement requirements ,and issues in CS & Warehouse by raising and tracking the tickets in GBS (Global Business Services) portal environment to be resolved with the support of AXAPTA system consultants .

Accomplishments :
• A deeper dive focusing on sales backorder &S&OP process and make accurate KPI metrics analyzes bring about great contribution to achieve company targets effectively.
• By giving system trainings to Customer Service &Warehouse team played a crucial role in passing to ''go live'' of AXAPTA ERP & WebOps system projects successfully in company overall.

• Lead the supply chain team including customer service and warehouse team and developed their competencies by giving training and support.
• Proactively managed all order to cash process related to order capturing, order management , invoicing and tracking. Sorted out order related questions,issues both from internal and external customers.
• Directed the customer service with the aim of providing excellent customer satisfaction and service to the customers and dealers.
• Focused on customer complaint handling.
• Ensured compliance ; SOX rules and Quality policies are implemented.
• Managed invoicing and returns as well as commercial disputes.Worked closely with finance and commercial team to help resolve any order related burning issues.
• Prepared aging debt reports and tracked customer accounts with bad debt by putting blockages for their consignment shipments in the system. Managed customer account reconciliation process to receive payment as well.
• Lead monthly demand planning and forecasting in working closely with sales & marketing , finance and warehouse.
• Managed material availability in the distribution center to ensure on time customer delivery.
• Overseen day-to-day supply chain and logistics activities to maximize the efficiency, reliability, timeliness, and cost effectiveness.
• Developed and implemented supply and logistics plans, schedules and procedures; delivery times; inventory levels; import, export , warehousing, storage costs; and service standards.
• Had responsibility of implementation of the system enhancements needed by the customer service & warehouse team with the support of Navision system consultants as a Business owner.
• Ensured kept up to date the customer database in the system
and worked on pricing in accordance with varying costs .
• Published sales and consignment inventory analysis reports for the management and ensured regular reporting.

Accomplishments :
• Ensured the successful control of the consignment stock by keeping minimum inventory level caused to achieve company’s objectives.

• Built up the Customer Services Department and established the start up systems, prepared work flow and updated the system.
• Followed up import products ,stock availability and management of the products by coordinating with purchasing department. Made long range product planning and forecasting.
• Worked for quality improvements ,made continuous contact with manufacturers for faulty products.
• Provided tender and distributor price offers , price lists for private hospitals. Managed and followed up tender orders and customer orders from distributors mainly by controlling the prices and making allocations in the system.
• Prepared sales analysis reports for Business Unit Managers.
• Arranged and controlled tender documents and documentations for agreement issues after tenders resulted as well.

Accomplishments :
• Successfully management and on time importation of distributors’ and big tenders’ products lead to great success in customer satisfaction and always hitting the company targets.
• Close follow up of stock availability and continuous attentive sales and product groups’ analysis resulted in great contribution to determine effectively company profit and targets.

• Provided sales support, pre- sales and after-sales within the
company ,especially Mass Channell Suppliers; Distributors , Print
Paper, Packaging and Furniture ,White & Brown Goods Sector and
Automotive industry third party suppliers and also made telesales
activities.
• Coordinated product planning, forecasting and ordering process,
followed up import products and slitted goods by premium bases.
• Implemented and developed all SAP related operations by following
up and making the allocations of the orders in the system, price&
discount & returns & consignments and customer master files.
• Closely followed up the stock availability of all product range ,
placed orders from the suppliers and also made the customer product
planning in the SAP system .
• Tracked all customs issues of imported goods.
• Printed daily invoices in order to catch the company’s financial fast
closed target.
• Controlled of 3PL operations process ,and also prepared monthly
reports for checking the warehouse efficiency.

Accomplishments :
• By doing customer visits and gathering information face to face lead to make everytime correct and efficient forecasts.
• By working in close contact with German IT Team, successfully
implemented new discount models for special customers in invoice module
at SAP as a Business owner.

• Dealt with inventory ,sales orders ,allocation of orders ,back orders ,
dispatch notes and sales invoices in SAP system.
• Had responsibility of 3PL and warehouse operations.
• Followed up all purchasing operations with the completed documentation
such as import licenses needed for customs formalities in compliance with
the legal formalities announced by Ministry of Health.
• Controlled customers’ accounts and followed the payments ( e.g.
processing checks and promissory notes into the system ) in close
coordination with finance department.
• Prepared sales reports for sales managers.
• Maintained a close working relationship with all departments ,Sales &
Marketing, Finance, Customer Operations, Warehouse team, Regulatory
Affairs, and with all customers to resolve their problems and fulfill
expectations..

Accomplishments :
• As being a key user, had the responsibility for implementation of new version SAP system project .

• Prepared export orders for the customers in abroad markets within
achievable schedule and planning structure.
• Purchased the chemical substances for the production both from
foreign and local suppliers.
• Followed up all operations for export and import ; combined
transportation, invoicing, customs agencies, custom clearance, letter
of credit (L/C), Banks ,local quality and conformity institutions and
local authorities ,storage, handling, packaging and distribution .
• Researched new foreign markets for trade to be sustained .

Accomplishments :
• Found efficient and profitable abroad markets by combining effective purchasing and export operations knowledge.

English Education

Sociology