Customer Service Representative

Job Purpose

We are seeking a dedicated Customer Service Representative to oversee order related operations across Middle Eastern countries for Industrial Coatings (Metal) Middle East. The ideal candidate will liaise with our customers, 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 Industrial Coating Customers.
• Dealing with the Customers to service their orders.
• Processing end to end orders including delivery related, TAS (PO, GRN and invoicing).
• Collaborating closely with Supply/Sales/Demand and Logistic and serving as the initial point of contact for all type of customer related enquiries.
• To Manage and review task like OTIF, SLOB, and Back Orders.
• To manage order receipt eA cintly, 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 with accuracy.
• 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 3 years customer service experience required.
• University graduate or equivalent.
• This role requires written and spoken skills in English languages
• Knowledge of ERP SAP systems is mandatory.
• 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 OA ce (xcel / Word / PowerPoint). 
• Good customer service and negotiation skills. 
• Able to manage time and prioritize activities actively, and must be able to execute tasks quickly and efficientlySound understanding of other functional areas: sales, supply chain, marketing and logistics.