Riadh Hawi
brampton,Ontario
Summary
Adept at driving operational efficiency and strategic planning, I significantly enhanced Samsung Canada's customer journey, achieving a notable revenue increase. My leadership in team training and cost-saving initiatives, alongside expertise in purchasing and planning, showcases a blend of hard and soft skills pivotal for high-stakes environments.
Overview
17
17
years of professional experience
Work History
DA CE Operations
Samsung Canada
03.2024 - 10.2024
- Ensure customer orders are processed, maintained and shipped while monitoring and driving on time and goal achievement, including hiring, training and providing ongoing education and support
- Monitor work completion and quality according to procedures and deadlines
- Resolve problems quickly and efficiently and reinforce the power of the Samsung and Dacor brands
- Compile and report KPIs as required
- Maintain training materials and assist with training
- Oversee optimal inventory levels are maintained
- Ensure service quality is met with focus and strict customer care standards
- Support with escalations by serving as link between (Call Center) DR Ops and SECA teams (sales, service, logistics, field marketing, etc)
- Develop and/or manage reports to help monitor performance
- Support a customer experience centric mindset, focused on continual improvement of customer journey and drive improvement through positive influence and leading by example
- Manage adhoc requests and adjust to changing business needs
SR Demand Planner, Digital Appliances
Samsung Canada
05.2019 - 03.2024
- Managing National and Regional accounts (54-58ML in each quarter) accounts
- (RONA, LEON CORP, TANGUAY & EAST4 REGIONAL ACCOUNTS)
- Responsible for account level forecast and Purchase Sales Inventory (PSI) Analysis for my national accounts
- Attend the weekly meeting with inventory analysts, customer and sales representative (Review of Purchase Order Submission, order forecast, product transition and account issues etc.)
- Responsible for producing backorder reports for given accounts
- Monitor historical sales trend and inventory level using Samsung internal systems
- Report issues and gaps to account managers and perform root cause analysis for resolution
- KPI Monitoring and Analysis (Sales, aging, forecast accuracy, inventory management, weeks of supply)
- Minimize Compliance Charges, and participate in post-audit reviews (as needed)
- Periodic review and optimization of load utilization and transportation modes from factory to customer
- Prepare and present weekly and monthly target analysis and recommend gap closure strategies
- Review appointments relative to Planned Goods Issued requirements / Update forecast for early or Late Goods Issued
- Weekly and daily Supply Chain Management reporting in support of leadership and internal stakeholders
- Support the standardization and implementation of Supply Chain Management operating procedures
BOC (order Management) Specialist
Samsung Canada
Mississauga, Ontario
11.2013 - 05.2019
- Oversaw operations and provided guidance to the Business Operations Centre team in Dominican Republic.
- Manage and monitor the logistics of goods to the end user within the parameters of the orders received from the customer, and our internal order management policies.
- Maintain operational efficiency within the order management process for the purpose of minimizing loss and enhancing the confidence of our business partners.
- Maintaining all incoming orders
- For example: normal orders, special price orders, employee orders, consignment sales order, B2B and B2C orders, and corporate orders
- Receiving ETAs on all inbound products and communicating accurate outbound product Expected Time of Arrivals to sales representatives.
- Reviewing the automatic daily allocations report generated by Demand Fulfillment.
- Maintaining daily communication with both SECA and warehouses
- Ongoing communication with SECA sales representatives and customers.
- Managing inter-warehouse stock transfers
- Managing IDOC /EDI orders in the system (Model mapping and order reprocessing)
- Making sure the daily tasks are met on time
- Using SAP GMP SALES and GERP/EP
- Processing Extended Warranty B2B and B2C customers
- Generated revenue of $352k from missed extended warranty, B2B and B2C along with Software licenses orders
Dealer Support supervisor
Samsung Canada
03.2011 - 11.2013
- Managing and Supervision Team of 3 employees
- Escalation management of service and product related issues including; bi-lingual customer complaint handling, defective product and reporting, customer support rep evaluation and training on managing escalations
- Improve Customer service quality through process refinement and metric monitoring and evaluation
- Maintenance of Resource database supporting Call Center agents with product, protocol and program information
- Quality Assurance monitoring on support delivery and product quality
- Making sure daily tasks are met on daily basis
- Using GCIC, SAP GMP SALES, GERP/EP to process RAs on daily basis
Dealer Support Rep
Samsung Canada
10.2008 - 03.2011
- Answering incoming / outgoing calls to customers/stores to providing needed info
- Processing emails/faxes from stores and customer related to their service request
- Using GCIC, SAP GMP SALES, GERP/EP to process RAs on daily basis
Customer Care Representative
Transglobal Property Management Services
Mississauga, Canada
03.2008 - 07.2008
Education
Supply Chain Management Certificate -
04.2020
Bachelor of Arts - French Language
University of Baghdad
Baghdad, Iraqtraining course - French Language
University of Paul Valery
Montpellier, FranceSkills
- Scheduling coordination
- Operational efficiency
- Purchasing and planning
- Strategic planning and execution
- Leadership training
- Cost analysis and savings
Summaryofqualifications
English, French, Operations in Digital Appliance Division, 1 Year, SR Demand Planner Digital Appliances, 5 Years, Order Management Specialist, Business Operations Centre, 5 Years, Dealer Support Team, Samsung Canada, Over 5 Years, Strong multitasking and organizational skills, Detail-oriented and accurate with strong proof-reading skills, Excellent communication and interpersonal skills, Computer skills: SAP (SD Module), GSCM, EDI/IDOC, GERP, EPR, Next ERP, WMP, Word, Excel, Internet and E-mail technologies
Timeline
DA CE Operations
Samsung Canada
03.2024 - 10.2024
SR Demand Planner, Digital Appliances
Samsung Canada
05.2019 - 03.2024
BOC (order Management) Specialist
Samsung Canada
11.2013 - 05.2019
Dealer Support supervisor
Samsung Canada
03.2011 - 11.2013
Dealer Support Rep
Samsung Canada
10.2008 - 03.2011
Customer Care Representative
Transglobal Property Management Services
03.2008 - 07.2008
Supply Chain Management Certificate -
Bachelor of Arts - French Language
University of Baghdad
training course - French Language
University of Paul Valery
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