Customer Service Representative

Overview

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.

• 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 Logistics and serving as the initial point of contact for all types of customer-related enquiries
• Managing and reviewing tasks such as OTIF, SLOB and Back Orders
• Managing order receipt, prioritising timely order processing and maintaining good customer interactions and relationships
• Managing the order-to-cash process with excellence in order processing
• Registering and processing customer orders in the ERP system received via electronic mail and phone or through other contact with the customer
• Ensuring order processing is handled with accuracy
• Raising issues in delivery documentation and or invoices and processing with supervisor
• Acting as first-level contact with customers for answers to questions and in attempting to resolve complaints
• Obtaining adequate customer and product knowledge to find solutions for customer needs e.g., additional and/or alternative products
• Making proposals for improvements on work processes
• Completing registering, filing and archiving of customer service-related documentation
• Assuring cooperation between customer service and field force regarding administration of customers’ orders
• Cooperating closely with Planning and Logistics functions to maintain consistency in approach towards customer service in the organization
• Adhering to all applicable corporate as well as site policies and procedures with regard to personal conduct, HS&E standards and acting in compliance with all regulations
• Timely and accurately uploading final documents to customer invoice portals ensuring error-free transactions

• At least 3 years customer service experience required
• University graduate or equivalent
• Written and spoken English language skills
• Knowledge of ERP SAP systems is mandatory
• Ability to work well under pressure and adhere to strict deadlines, multitasking, and having good interpersonal and communication skills
• Ability to work well in a team environment
• MS Office (Excel, Word, PowerPoint) proficiency
• Good customer service and negotiation skills
• Ability to manage time and prioritize activities actively and execute tasks quickly and efficiently
• Sound understanding of other functional areas: sales, supply chain, marketing and logistics