Karim Itani

• Own overall procurement governance and KPIs. • Taking the lead on the Polyols, Acids and Auxiliaries procurement and co-manage the rest of material. • Ensure efficient execution of purchasing volumes as set by central planning. • Monitor major raw material and precursor price trends; report monthly on key changes. • Maintain full understanding of material types and their chemical attributes required by production. • Source and qualify new suppliers to ensure supply and competitiveness • Ensure alignment across sourcing, reporting, and strategy. • Participate in all key item discussions. • Lead projects and new item sourcing.

● Liaise with customers, planning dept., production dept., and accounting dept. for the right execution of orders and scheduling of order shipments. ● Check with the supply chain team the allocation of each order and possible dispatch date to be aligned with the customer's requested delivery date. ● Coordinate shipping and booking of vessels with the team in different subsidiaries to meet customer requested delivery date. ● Ensuring documents are compliant and dispatched in a timely manner. ● Update the tracker report & share with management to maintain smooth information flow. ● Accommodate customer requests on technical aspects such as sharing certificates, FDC – FCC certificates, TDS, MSDS, assessments, etc. ● Coordinate with the sales team to prepare a three-month rolling forecast report monthly and share it with the supply team after being granted approval from the MD. ● Generate sales reports to analyze sales versus target and prepare a mid-month revision forecast, pushing all pending orders to meet the agreed sales forecast. ● Prepare and update the samples report quarterly, including receiving feedback from the technical team on trials, costs incurred and end results. ● Prepare on a weekly reports on receivables, overdue payments, PDC(s) and for all subsidiaries and share with Top Management. ● Coordinate with the Finance dept. regarding requests from both parties, such as sharing (SOAs), balance confirmations, cheque status, overall receivables. ● Track payments and overdue to ensure no order will be dispatched to a customer with an existing overdue or exceeding the set credit ceiling. ● Register claims and update the claims report along with filing supporting documents such as images, trials, lab tests, feedback, along with the claim forms (Technical/Non-Technical). ● Support MD and Sales Team in all needed reports, follow-ups, and daily tasks. ● Handle FPA sales for export orders destined for the Tunisian and Lebanese markets

• Generate adequate reports related to all Customer Feedbacks through all Contact Channels (Hotline, Online, Walk in, Emails and Social Media) in the company. • Monthly performance measurement and reviewing feedbacks to improve the efficiency. • Participate in reviewing and training assessments of the programs. • Practice and ensure compliance with the organization’s policies and procedures. • Resolving high-end customer complaints across the Middle East & North Africa and be a main source of information to other officers. • Ensuring PCA/PCA 20 are met with set target by planning manpower allocations through Workforce Management – WFM to maintain contact center Service Level Agreements. • Regularly review the Contact Center officer/agent job description • Execute any assigned task by the Top management • Propose/participate in any enhancement on the system/procedure to the concerned team • Track trends of quality measures and defined metrics through teams KPI • Day to day operations to ensure fast and quality service provided to customers • Generate Weekly/Monthly/Quarterly report & analyze findings related to escalated complaints

• Answer and handle all feedbacks (Loyalty Programs, B2B, E-Commerce and Complaints) received from different contact channels and ensure they are registered in the respective records (CFS, FCR & Alshaya Card). • Act as a guide for the officers when needed. • Meet with internal or external customers when required • Taking ownership of each contact, manage each request in a timely, honest and professional manner and dispatch efficient communication to ensure our customers’ complete satisfaction • Ensure all pending High Priority feedbacks are resolved and closed within the agreed service level and in accordance to procedure manual. • Coordinate with Knowledge Base team to enhance and empower the daily operational mechanism of repetitive received complaints. • Train and guide store personnel on how to escalate feedbacks and liaising with Service Education Team. • Create, develop and practice the procedure, terms & conditions for the “Give a Smile” Program. • Handle all “Give a Smile” Program project from finding stories and ensure delights granted to our customers along with record and track for analysis and reports. • Generate weekly/monthly report for RCCM & CCM about the “Give a Smile” expenses.

• Answer and handle all feedbacks received from different contact channels and ensure they are registered in the respective records (CFS, FCR & Alshaya Card). • Understand & effectively deal with job stress and unsatisfied customers • Attend training courses scheduled by the supervisor / manager / training department • Taking ownership of each contact, manage each request in a timely, honest and professional manner and dispatch efficient communication to ensure our customers’ complete satisfaction • Live and abide by the Code of Ethics of the Contact Centre • Ensure that the complaint feedback management procedure is properly followed. • Apply elements of building positive rapport with different types of customers over the phone. • Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards. • Registration of Staff Hotline feedbacks whenever required. • Follow the Contact Centre phone standards and scripts when conducting or receiving phone calls through the hotline. • Support other colleagues and supervisors to accomplish pending tasks when needed.

• Handling complaints from employees and passengers and consult with other executives, staff and board members about operations • Reporting to senior management / personnel when required. • Handle pay slips, warnings, medical reports and any related organizational papers. • Monitor on accidents on duty concerning injuries and vehicles accidents. • Daily reports on staff attendance and absences. • Guides employee actions by researching, developing, writing, and updating administrative policies, procedures, methods, and guideline