Customer Service Representative

Job Purpose

We are seeking a dedicated Customer Service Representative to oversee order related operations across Middle Eastern countries for Marine & Protective Coatings. The ideal candidate will liaise with global associates, manage end-to-end order processing, and collaborate with various internal teams to ensure exceptional service delivery.

Key Accountabilities

• Managing essential day-to-day duties and handling activities across Middle East countries for Marine & Protective Coatings. 
• Dealing with the Global Associates to service their orders under E-mariner order process.
• Processing end to end Tas orders (PO, GRN and invoicing).
• Collaborating closely with Supply/Sales/Demand and Logistic and serving as the initial point of contact for any issues for Marine and Yacht Team.
• To Manage and review task like OTIF, SLOB, and Back Orders.
• To manage order receipt efficiently, prioritising 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.
• Timely and accurately upload final documents to customer invoice portals, ensuring error-free transactions.

Experience

• At least 5 years customer service experience required. 
• University graduate or equivalent. 
• This role requires written and spoken skills in Arabic and English languages
• Knowledge of ERP systems and Order to cash processes in a Business to Business environment, 
• Must be able to 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
• MS Office (Excel / Word / PowerPoint).
• Good customer service and negotiation skills.  
• Able to manage time and prioritize activities effectively. Must be able to execute tasks quickly and efficiently.
• Sound understanding of other functional areas: sales, supply chain, marketing and logistics