Customer Service Representative (Emirati National)

Job Purpose

Supports and assures the Customer Service Team’s highly professional interactions with customers associated with their order processing, complaint registration, general management and information requirements. Executes any process changes and/or corrective action identified by key stakeholders to ensure an excellent standard of service and a high level of customer satisfaction are maintained.

Key Accountabilities

• To manage order receipt efficiently, prioritizing timely order processing and good customer interactions and relationships
• Manages the order-to-cash process with excellence in order processing
• Registers and processes customer orders in the ERP system received via, electronic mail, and phone or through other contact with the customer.
• Ensures order processing is handled correct and in full, and is transferred to the transporters
• (logistics).
• Raises issues in delivery, documentation and/or invoices process with Supervisor.
• Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
• Obtains adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).
• Makes proposals for improvements on work processes.
• Completes registering / filing / archiving of customer service-related documentation.
• Assures cooperation between customer service and field force regarding administration of customers’ orders. Closely cooperates with the Planning, Logistics functions to maintain consistency in approach towards customer service in the organization.
• Adheres to all applicable corporate as well as site policies/procedures with regard to personal conduct/HS&E standards and acts in compliance with all regulations.
• Handles another BU besides handling the current Powder BU

Requirements

• University graduate or equivalent
• Prior work experience in B2B customer services is ideal but fresh graduates with excellent interpersonal & communication skills are also encouraged to apply
• Prior SAP or ERP experience will be advantageous
• This role requires an individual who is fluent in written and spoken English, who is numerate and able to manage complex data
• Good customer service and negotiation skills. Able to manage time and prioritize activities effectively. Must be able to execute tasks quickly and efficiently
• Must work well under pressure and adhere to strict deadlines, be able to multitask, and have good interpersonal and communication skills. Must be able to work well in a team environment
• Good MS Office (Excel / Word / PowerPoint)