Supply Chain Customer Claims Analyst

Overview:

About the role

We are looking for a proactive and detail-oriented Supply Chain Customer Claims Analyst to join our team in Cairo. In this role, you will manage customer claims, returns, refusals, and penalties while ensuring issues are resolved quickly and effectively. You will be a key point of contact for customers, Sales, 3PL partners, and internal teams, helping us deliver the highest standards of service within the French Business Unit.

Responsibilities:

What you’ll do

• Claims & Returns Management

  • Manage customer claims related to product returns, refusals, damages, or order errors.

  • Coordinate with Sales, delivery drivers, and warehouses to secure timely and accurate resolution.

  • Ensure proper documentation, approvals, and system updates for returns and credits.

• Penalty Handling & Reporting

  • Review and analyze penalty claims from customers to identify root causes.

  • Maintain and improve penalty tracking tools and provide analytics for continuous improvement.

  • Process validated penalties and consolidate monthly reports for budget monitoring.

• Process & Continuous Improvement

  • Develop, update, and maintain SOPs for claims and order management.

  • Ensure process compliance across operations and manage change requests for updates.

  • Collaborate with cross-functional teams (3PL, cost accounting, Sales, customer services) to improve efficiency and customer satisfaction.

Qualifications:

What we’re looking for

• Proficiency in English and French (C1) – written and spoken.

• 1 year of experience in customer service, order management, or claims handling.

• Bachelor’s degree in Business, Supply Chain, or a related field

• Strong stakeholder management skills, with experience working with customers and cross-functional teams.

• Intermediate Excel and Microsoft Office skills.

• Knowledge of SAP/MRP systems

Why join us?

• Play a key role in ensuring a smooth and reliable customer claims experience across the French BU.

• Gain exposure to international operations, 3PL collaboration, and customer service excellence.

• Work in a dynamic, multicultural team with opportunities for professional growth.

• Be part of a company that values continuous improvement, ownership, and customer focus.