Aïda CHAOUACHI

Experience

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  Minesco-Rubin Gpe Eurodec

  Sept 2002 - Apr 2006

  Customer Service Representative

  +10M$ Revenue with a team of 60 persons, +3’000 transactions, 15’000 parcels shipped per year.• Territories handling from order entry to goods delivery.

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  Beckman Coulter Diagnostics

  Aug 2007 - Nov 2011

  Customer Service Administration Project Administrator EMEAI

  +450M$ Revenue with a team of 45 persons, +95’000 transactions, 1.4M parcels shipped per year.● 2009-2011 : Customer Service Administration Project Administrator EMEAI• Deployment of eCommerce solution for Swiss, South African and Indian market • Creation of Eastern European Distribution Centre in Prague - supporting the CSA team in Czech Republic, Slovakia and Hungary on Go-Live activities to reduce the warehousing costs by 15%.• Harmonization of order management processes and work instructions in the South African office, provided training to 30 persons from multiple departments resulting to a 20% improvement in employee performance over a 4 weeks period.• Integration of Olympus - Clinical Diagnostic business into Beckman Coulter in Hamburg for 3 months: coordinating knowledge transfer and system set up, identifying and analyzing processes to incorporate the EMEAI customer service into Beckman Coulter Nyon's office following acquisition.● 2007-2009 : Customer service representative Middle East• Territories handling from order entry to goods delivery.• Reporting monthly and quarterly estimations and forecasts to leadership. Weniger anzeigen

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  Columbia Sportswear Company

  Nov 2011 - Jan 2012

  Senior Account Representative EMEA

  +200M$ Revenue with a team of 20 persons, 25’000 transactions, 750’000 parcels shipped per year.• Handling and defining ordering processes for the largest distributor (Sportmaster, Russia) generating 120+ M$ yearly.• Supply contract management for Russian customers.

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  Boart Longyear

  Jan 2012 - Jan 2014

  Senior Customer Service Representative EMEA

  +32M$ Revenue with a team of 25 persons, +8’000 transactions, 72’000 parcels shipped per year.• Account management from quotes to final goods delivery including account receivable, returns and claims. • Export documents issuing to customs authorities, banks and customers.• Managed the EMEA customer service department move from Venlo (Netherlands) to Geneva: quote-to-cash process, B2B e-commerce, EMEA CS and Sales team trainings: Incoterms 2000/2010, Oracle CRM system updates, order entry, letters of credit. Weniger anzeigen

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  Boart Longyear

  Apr 2014 - Jan 2024

  Customer Service Manager Europe, Middle East and CIS

  +40M$ Revenue with a team of 15 persons, +10’000 transactions, 120’000 parcels shipped per year.• Led the customer service team with agile decision-making skills and fostering continuous improvement in operational activities and order fulfilment. Achieved remarkable 8% yearly sales revenue growth and 37% expansion in 2021 effectively while maintaining the same team size.• Improved the cash flow and account receivables during this growth phase by reducing the Days Sales Outstanding by 21%.• With a focused and analytical approach, managed daily activities, tasks allocation and prioritization, supply & demand challenges solving, running KPI's and internal audit, monthly invoicing forecast, risk management, reconciliation, external communication, identifying opportunities in sales. • Represented business in a Salesforce implementation project for a 2500+ user base. Helped mapping and improving processes for sales opportunities. Recognized as a key user and acted as first level support during the roll-out phase. • Participated in a project rebuilding a B2B platform (price, stock, orders, enquiries) to serve customers, increasing sales and reducing management costs by 15%. Enrolled 60% of customers through user training and documentation. • Provided mentorship and guidance to team members, cultivating a friendly environment conducive to growth, inspiring and encouraging people to take action leading to a 95% stability of the team over 7 years.• Project manager for the customer service department on the move of the European Distribution Centre from Antwerp (Belgium) to Etten-Leur (Netherlands) ensuring a seamless transition within a specified timeline and budget constraints. • Letter of credit team lead for EMEA region: training, building a letter of credit specialist team including CSR, finance, Supply Chain, Sales team members leading to a zero discrepancy fees Weniger anzeigen