Customer Service Executive

Job Purpose

The role is responsible for end-to-end management of Contractual Manufacturing Operations (CMO) for the Gulf markets, ensuring timely conversion of semi-finished goods to finished goods, optimal trade route management, and robust coordination between CS&L and Supply Planning. The role also owns financial performance tracking for freight, warehousing and distribution, and oversees vendor payment budget management to support efficient and compliant operations.

Requirement:

• Minimum 5–7 years of experience in Supply Chain / Logistics within pharmaceutical, FMCG, or similar regulated industries.
• Demonstrated experience in CMO / external manufacturing coordination, trade route or cross-border shipment management.
• Experience in budget management, P&L tracking, and vendor payment processes.
• Proven track record in working with 3PLs, freight forwarders, and internal Supply Planning / Finance teams.
• Fluency in English and Arabic.

Key Responsibilities

CMO (Contractual Manufacturing Operations) Management

• Coordinate between CS&L and Supply Planning for all CMO-related orders, ensuring clear visibility of finished goods completion dates.
• Follow up with Supply Planners on semi-finished goods (SFG) orders planned for CMOs, escalating when ex-site dates are missed.
• Prepare and share SFG documentation with CMOs for permit applications and track Ministry of Health (MOH) pre-permit approvals.
• Request and provide green light to the Global Forwarder once initial permits are received.
• Ensure timely shipment of semi-finished goods from 3PL to CMOs.
• Monitor readiness of semi-finished goods at manufacturing sites to meet requested shipment dates.
• Maximize container utilization for shipments at hub locations.
• Manage trade routes (In-Market, To-Market, Semi-Finished, Finished, MMW, Market) to ensure efficient product flow.
• Ensure semi-finished goods are converted to finished goods in line with contractual agreements, or earlier as requested by the business; proactively follow up with Supply Planning and communicate any expected delays to stakeholders.

Financial P&L & Supply Budget Management – Gulf

• Track monthly freight, warehousing, and distribution costs versus plan and highlight variances.
• Lead bottoms-up preparation of freight, warehousing, and distribution cost budgets for the Gulf markets.
• Support Cost-to-Serve initiatives and provide reporting related to CMO operational performance.

Vendor Payment Budget Management

• Ensure timely processing of vendor payments in line with contractual terms and internal policies.
• Raise purchase orders in a timely manner to support uninterrupted operations.
• Track and monitor vendor payment status to ensure accuracy and compliance with budget.