Customer Helpdesk Officer.SC Business Perfomance Improvement

About the Role

Panda Retail Company – Savola Group is seeking a Customer Helpdesk ******* - Business Performance Improvement 2 to join their team in Jeddah. This role is a full-time employee position and requires 1-3 years of related business experience. The Customer Helpdesk Officer will be responsible for managing and validating various operational requests related to supply chain and store operations.

Key Responsibilities

• Manage the standardization and transformation of Operations team requests into the Panda ticketing system, including pre-issues, emergency orders, cross-dock replacement POs, replenishment holds, store closures, incident reporting, and overstock/damaged/expiry returns.
• Validate additional pre-issue and emergency DSD orders from Operations and SC Planning teams against agreed criteria before communicating with the Order Management team for manual order execution.
• Validate Operations requests for NTI items in alignment with the SC Planning team to ensure timely availability at stores.
• Analyze Operations requests for cross-dock replacement POs and other financially problematic replacement POs, taking appropriate action before communicating with Order Management for execution.
• Ensure overstock analysis criteria are current and include new criteria to improve stock position evaluation efficiency in Relex & Power BI overstock reporting tools, in alignment with cross-functional stakeholders.
• Validate biweekly overstock evaluation analysis across all stores for all business units, including promo and regular leftover quantities.
• Validate overstock return requests from stores against agreed criteria, including promo repetition, days of cover, mode of delivery, minimum display quantities, contractual obligations with suppliers, agreed schedules, and DC capacity.
• Follow up with Distribution Centers (DCs) to ensure timely issuance of return authorization documents for all stores.
• Monitor actual store returns and their compliance with authorized items/quantities, sharing periodical overstock progress reports with cross-functional stakeholders.
• Validate damaged and expiry return requests from the operations team against agreed criteria, and follow up with DCs to issue return authorization documents on time for all stores.
• Verify commercial team requests for Return to Vendor (RTV) against agreed criteria and timelines, initiating corresponding actions with Operations and DC teams.
• Manage operations requests related to store closures, store re-openings, temporary replenishment holds, resuming replenishment, and incident & event reporting to ensure proper reflection on RELEX, RMFCS, and manual replenishment tools.
• Develop SC surveys for all services offered by supply chain functions, in alignment with the Operations team, ensuring compatibility of survey elements with the platform used.
• Analyze quarterly SC Survey feedback, comparing it with previous results, and share outcomes with respective supply chain functions for corrective actions when needed.
• Design and create agreed DC tickets under the SC Helpdesk area, monitoring them for successful closure and following up with related stakeholders upon delay (*, Low Shelf Life Receiving & DC Stock Adjustment).
• Take initiative in analyzing problematic areas related to SC Helpdesk by identifying various levels, down to SKU/Store/Date level.

Qualifications and Experience

• 1-3 years of related business experience.

Location

This position is based in Jeddah.

Application Process

Interested candidates are invited to apply for this role.