IDBU Customer Care & Logistics Specialist

Job Description

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

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