Sandra B Meleka

 SANDRA MELEKA 6th of October city, Egypt - -linkedin.com/in/sandra-erian Solutions and customer-focused supply chain professional with a progressive experience in global order management with a demonstrated history of working in the healthcare industry and the FMCG industry. Skilled in negotiation, team management and operations. Fluent in English and Arabic. Core competencies Include: Project ManagementCustomer Relationship Management Process Improvement Change Management New Product IntroductionsInternational Logistics Advanced MS Office Customer Support SAP/ERPRoot Cause Analysis SOP and WI draftingCustomer order fulfillment EXPERIENCE Global Customer Order Manager02/2015 – 12/2018 PHILIPS MEDICAL SYSTEMS NA, Ohio, USA (Medical Diagnostic Imaging systems manufacturer with 18 Billion EUR annual revenue in 2017) Led all Computed Tomography/Advanced Molecular Imaging system orders from Order-to-Cash through SAP/ERP for global market regions, including: Middle East & Turkey, Africa, Latin America, Russia & Central Asia, France, and India Managed assigned projects, created action plan and coordinated with relevant departments to ensure smooth execution of project Handled several New Product Introduction projects, performed User Accepted Testing and wrote working instructions and Standard Operating Procedures Communicated and responded to escalations to final resolution within 48 hours to ensure optimum customer satisfaction Acted as the single point of contact between Product Manufacturing Group, Key Market, Project Managers, Planning/Logistics, Quality & Regulatory, Marketing and Finance Ensured proper order configuration, checked orders against Philips Export Control Policies, and performed extensive screening to monitor sanctioned parties Worked closely with the factory to evaluate slot availability and shipping point according to system modality and communicated promised delivery dates to the business center Worked regularly with Key Market and Project Managers to actively manage and evaluate sales orders. Wrote and updated new and existing SOPs and work instructions Supported customer master data management inquiries and requests Head of Customer Service & Business Support 02/2008 – 06/2014 SYMRISE AG, Giza, Egypt (Manufacturer of flavors, food ingredients and fragrances with 4 billion EUR annual revenue in 2017) Promoted to Head of Customer Service & Business Support in 2012 Promoted to Customer Service & Business Support; 2009 - 2011 Hired as the Customer Relationship Assistant; 2008 - 2009 Managed local and export orders of global FMCG key accounts from order processing to increasing business potentials Researched and adopted strategies for a smoother process flow Managed and coached 6 members of the Customer Service teams, assigned mandates, and managed the customs clearance team Set KPIs and measured team performance against assigned goals Created a surveying system addressed to customers to collect company performance data, analyze and report results to the Sales Director Monitored monthly sales figures, compared them with set budgets, and reported to headquarters Visited clients to strengthen and maintain service excellence Applied strategies in order to maximize customer satisfaction, to achieve punctual deliveries and regular customer follow-ups Managed customer complaints and followed up on corrective action application within a 48 hour timeframe Negotiated freight cost deals with suppliers for Ocean/Air/Land shipping Handled all marketing materials like the company’s website and its applications Coordinated with finance/ collections department and customers payment methods Reviewed Letters of Credit (LC) and coordinated with bank sending of shipping documents Worked with freight forwarders to enquire about sea/air freight charges, to book plane/vessel and to obtain AWB number/Bill of Lading Created shipping documents including invoices, packing lists, certificates of origin and certificates of analysis Supported the sales team in office Collected forecasts from clients and report expected quantities to coordinate accordingly with relevant departments Researched information on competition and compared marketing strategies EDUCATION Bachelor of Arts, AMERICAN UNIVERSITY IN CAIRO, 2002 - 2007 Major: Broadcast Journalism & Mass Communication Minor: Psychology TRAINING & CERTIFICATIONS Participated in a long list of professional development programs. Highlights Include: Kaizen and Lean in manufacturing (Philips University, Ohio - 2016) Trade, Freight & Logistics and Incoterms (ATC, Egypt - 2013) High Performance Customer Service & Business Support (Symrise, Vienna - 2012) APICS Certification (CSCP- Certified Supply Chain Professional) in progress.