Customer Service Officer - BCI Arabia

We are looking for a Customer Service Officer to manage customer orders and provide effective coordination between customers and internal departments. The role will be responsible for processing customer purchase orders through the ERP system, monitoring order fulfillment, coordinating production and logistics activities, and ensuring timely delivery and customer satisfaction.

• Order Management: Manage customer POs and process orders accurately and efficiently through the ERP system.
• Cross-functional Coordination: Coordinate with Production, Planning, Warehouse, Logistics, QA, Sales, and other relevant departments to ensure smooth order execution.
• Production & Delivery Follow-up: Track production progress, order fulfilment, and delivery schedules to ensure timely completion.
• Customer Communication: Communicate order confirmations, production updates, order status, delivery timelines, and shipment schedules to customers.
• Logistics Coordination: Coordinate dispatch, shipping documentation, transportation arrangements, and other logistics requirements.
• Customer Complaints & Issues: Handle customer complaints, quality issues, RMAs, replacements, credit requests, and follow up on their resolution.
• Order Fulfillment: Monitor open orders and proactively follow up on pending actions, delays, and potential delivery issues.
• KPI Monitoring: Monitor order fulfillment, delivery performance, customer service, and other relevant operational KPIs.
• Documentation & Reporting: Maintain accurate customer, order, and shipment records and prepare relevant reports when required.
• Continuous Improvement: Identify recurring customer or operational issues and support improvements in order management and customer service processe

• Bachelor’s degree in Business Administration, Supply Chain, Operations, Engineering, Chemistry, or a related field.
• 3–5 years of experience in customer service, order management, sales support, supply chain, or a related field.
• Experience in an industrial or manufacturing environment is preferred.
• Experience with ERP/CRM systems and good knowledge of MS Office, particularly Excel.
• Strong customer service, communication, and relationship management skills.
• Strong order management, coordination, follow-up, and problem-solving skills.
• Good organizational skills, attention to detail, and ability to manage multiple priorities.
• Ability to work effectively with cross-functional teams including Sales, Production, Planning, Warehouse, Logistics, and QA.
• Ability to handle customer complaints and challenging situations calmly and professionally.
• Strong customer-focused mindset with good ownership and accountability.
• Good command of English
  ;
  Arabic proficiency is an advantage