IDBU Customer Care & Logistics Specialist

Job Description

Job Purpose

Act as the single point of contact for all logistics matters across selected North Africa and Levant distributors. The role is accountable for delivering best-in-class service to IDBU markets by monitoring and improving logistics KPIs, representing markets in S&OE/S&OP and activity forums, and proactively optimizing end-to-end pipeline performance. The jobholder partners closely with Demand Planning, Sales, Supply Planning, Finance, and Distributor teams to drive operational excellence and continuous improvement.

Key Accountabilities

Cross-Functional Collaboration & Market Representation

• Act as Logistics SPOC for IDBU markets in ATGs and cascade required actions
• Collaborate closely with activity management and demand planning teams
• Partner with Finance to ensure accurate and timely period closing
• Work with Sales to strengthen collaboration with trade customers on service improvement initiatives
• Support QID in market recalls or traceability requirements
  
  

Customer Service & Order Management

• Measure and continuously enhance SAMBC (service as measured by customer) to drive superior customer experience
• Establish and maintain distributor SLAs and standardized ways of working
• Govern right-first-time and timely issuance of shipping and clearing documentation by origin source units in compliance with source and destination regulations
• Monitor goods-in-transit (GIT) status and perform periodic reconciliation of GIT and distributor system stocks
• Support distributors to enable smooth inbound/outbound operations, accurate stock booking, FEFO compliance, and expiry management
• Coordinate physical stock counts and destruction of expiries where applicable
• Provide regular shipment status updates and manage customer inquiries in collaboration with cross-functional teams
• Ensure dispatch age to trade aligns with agreed freshness targets
  
  

Activities & Promotions

• Own logistics planning and execution for commercial activities and promotions
• Collaborate with activity and demand teams to finalize supply plans
• Ensure on-time product availability and escalate supply risks early with mitigation plans
  
  

Inventory & Freshness Management

• Lead proactive age and freshness management processes to optimize inventory health and minimize waste
  
  

Distributor Capability Development

• Partner with distributor supply chain teams to enhance logistics capabilities and implement collaborative improvement initiatives
• Support continuous improvement projects with key trade customers when required
• Lead SPM initiatives to improve case-fill performance to trade
  
  

Financial Accountability & Value Optimization

• Be accountable for minimizing non-quality costs and identifying value leadership opportunities for cost reduction and service improvement
• Ensure sound financial reflection and governance within the conversion budget
  
  

Continuous Improvement & Planning

• Conduct regular pipeline reviews to optimize stock cover and working capital
• Represent market planning in business and supply development projects and own related deliverables
  
  

Job Specifications

Education & Professional Qualification

• A planning professional with an Engineering or economics degree or Masters in a relevant field such as supply chain management, planning or business management
• Certification in APICS, IBF or other supply chain specific programs also preferred
  
  

Knowledge/Experience

• Strong technical and functional skills (~3 years in supply chain – supply planning experience required)
• SAP (ATLAS) expertise is preferred
• Fluent English Language Skills (verbal and written)
• Proficient knowledge of Microsoft office (Excel, PowerPoint, Word)
• Problem solving capabilities
• Team player