Customer Service Representative

Job Purpose

In the capacity of managing the comprehensive End-to-End Order-to-Cash process in the complex markets of Middle East, while concurrently navigating multiple ERP systems, this role represents a formidable endeavor aimed at delivering exceptional customer service. It involves skillfully managing a complex process in the midst of complicated political and legal situations, while also handling communication both inside and outside the company
 

Key Responsibilities

• Manage the full order-to-cash process across the Middle East for the Deco business, ensuring accuracy and efficiency.
• Process customer orders in ERP systems (SAP and Microsoft Navision), including creating delivery requests, managing documentation, and raising any delivery or invoicing issues as needed.
• Collaborate cross-functionally with Sales, Supply, Demand Planning, and Logistics teams to ensure seamless order fulfilment and timely issue resolution.
• Manage exports and related documentation by working closely with relevant internal teams.
• Monitor and report on stock shortages, OTIF (On Time In Full), and support proactive allocation of stock to meet customer requirements effectively.
• Handle customer account management, pricing, rebates, and other commercial terms
• Act as the first point of contact for customers regarding orders, complaints, and general inquiries, delivering professional and solution-oriented service.
• Maintain accurate and organized documentation related to customer service activities, including order records, communications, and archived files.
• Support alignment and coordination between Customer Service and the Field Sales team to ensure consistency and quality in customer interactions.
• Provide product and customer knowledge to assist in offering alternative solutions or recommendations when needed.
• Continuously seek and propose process improvements for greater efficiency and customer satisfaction.
• Ensure full compliance with company policies, including health, safety, and environmental standards.

Experience

• Minimum of a Bachelor degree is required; additional university qualifications will be considered an asset. 
• At least 3 years customer service experience required. 
• Knowledge of ERP (SAP & Navision) systems and Order to cash processes in a Business-to-Business environment, 
• Strong spoken and written English skills are required, Arabic is a plus
• 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.