The Role
Processes and tracks customer orders through delivery, coordinates with Sales, Finance, Supply Chain, Logistics, Credit, and AR, and resolves operational issues. Manages returns, inventory risks, customer complaints, contracts, collections documentation, SKU activation, dispenser requests, and operational reporting while escalating risks affecting customer satisfaction and business performance.
Summary Generated by Built In
- Enter, process, and follow up customer orders from creation until successful delivery within agreed timelines.
- Respond to customer inquiries during official working hours regarding order status, delivery schedules, product availability, invoices, and other operational matters, ensuring timely and professional communication. For customer requests outside official working hours, the assigned Account Manager/Sales Representative will remain the primary point of contact.
- Track orders from creation to final delivery and proactively communicate delays, risks, and required actions.
- Follow up on blocked, partially released, and pending orders, coordinating with Credit, AR, Supply Chain, and other stakeholders while keeping the Sales Team informed.
- Follow up on customer returns, track return reasons, and ensure proper system closure and completion of all related actions.
- Coordinate the creation and activation of new SKUs and support related business requirements.
- Collaborate with Sales, Finance, Supply Chain, Logistics, AR, and Credit Teams to resolve operational issues and ensure smooth order fulfillment.
- Monitor inventory levels, forecast consumption, unavailable items, and communicate potential shortages or delivery risks while proposing available alternatives where applicable.
- Process Cash Before Delivery (CBD) orders and follow up until payment validation and order release are completed.
- Process and follow up on free-product requests.
- Coordinate and follow up on operational customer complaints, including delivery issues, quantity discrepancies, invoice discrepancies, damaged products, service-related concerns, and other operational issues, ensuring timely resolution and communication to all stakeholders.
- Administer customer contracts in accordance with the approved Contract Administration Process, including maintaining records, tracking validity dates, monitoring renewals, coordinating documentation, and ensuring all signed agreements are properly archived and accessible.
- Escalate any risks that may impact sales targets, customer satisfaction, business continuity, or operational performance, providing clear background, impact assessment, and recommended actions.
- Support the preparation and maintenance of operational reports and dashboards as assigned, contributing to overall team visibility and performance tracking.
- Manage dispenser requests by creating and processing all required transactions within the system, following up through the approval and execution stages, and ensuring readiness for customer implementation.
- Prepare and process all customer-related collection delegations, authorization letters, and supporting documentation required to facilitate collections and related business transactions.
About the Team
Since our establishment in 1958, we at Fine Hygienic Holding have been driven by one clear, simple mission: to provide our consumers with high-quality hygienic paper products that will make their lives more joyful. As the first and largest hygienic tissue producer in the MENA region – amongst the largest in the world – we are currently present in more than 75 countries across five continents. We desire to continue leading by example, holding ourselves to the highest standards of excellence across all aspects of our operations. Our comprehensive, vertically integrated business model ensures that at every one of our paper mills, production facilities, and distribution centers, you will find us demonstrating our commitment to hygiene, quality, innovation, environment, and sustainability. At the heart of everything we do is our commitment to inspiring and shaping a better tomorrow. Whether we are developing more environmentally conscious production methods, innovating more hygienic solutions, or giving back to the communities where we operate, we are always putting people first – from our customers and employees to our planet’s future generations.
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The Company
What We Do
Fine Hygienic Holding is a wellness company specializing in the production and distribution of hygienic paper products, including tissues, kitchen towels, toilet paper, and diapers, as well as germ protection solutions and healthy beverages.
