Job Description

The Customer Service Manager is tasked with overseeing and managing the end-to-end order management and fulfilment process within the region, ensuring efficient and accurate order processing, inventory management, and on-time delivery to meet customer demands. The role is responsible for maintaining adherence to service level agreements (SLAs) for quotations and order processing, driving customer satisfaction. Additionally, this position involves ownership of the entire order processing workflow, including handling escalations, while leading and developing a high-performing customer service team. The role focuses on providing guidance, support, and performance management to ensure exceptional service delivery, team accountability, and continuous development. What we d love for you to have: We are interested in you as a person: your attitude, behaviors and values. As long as you have the willingness to learn anything you need for the role that you don't already have, we'd love to speak to you. If you have experience in the following areas this is an added advantage: Oversee the order handling and processing activities (order capturing, order entry, order processing, billing, etc.) Ensure accurate and timely documentation in the right tool, tracked and monitored. Manage and track service levels related to quotations and order processing, ensuring timely responses and resolution in line with company SLAs Liaise with Sales, Procurement, Logistics and Plant team to align between demand forecasts as well as logistics and production planning Handle end-to-end communication with customers regarding order confirmations, delays, allocations, address customer inquiries and complaints, including credit notes and returns. Measure and monitor key performance indicators (KPIs) related to order entry and fulfilment. Act as process owner for order management processes, driving standardization, compliance, and continuous improvement Lead and manage efforts for improvement & cost reduction while ensuring service level compliance Use data to monitor order entry & fulfilment incl. setting clear targets and collecting regular feedback Drive continuous improvement and optimization of order management processes, leveraging ERP/SAP capabilities to automate workflows and reduce manual tasks Collaborate with IT and process owners to identify opportunities for automation and system enhancements in SAP or other ERP systems Digital Projects Management and continuous improvement initiatives Collaborate with local sales, logistics, and planning team to address customer orders and inquiries Coordinate local logistics and distribution operations to ensure on-time delivery of the quantity in the right quality Contribute to customer satisfaction, cost efficiency, and overall supply chain performance What we d love for you to have: We re interested in you as a person your attitude, behaviors, and values. If you bring a willingness to learn what s needed for the role, we d love to connect with you! Experience in the following areas would be an advantage: 3 5 years of relevant experience in Customer Service Business-oriented degree such as Engineering, Logistics, or a related field Prior knowledge, skills, or professional experience in one or both of the following areas: Supply Chain Management and/or Sales (knowledge in either area would be beneficial for the position) Proficient in standard supply chain tools and order management tools. SAP experience is a must, with hands-on experience in order management modules Understanding of ERP system processes and how to optimize them for automation and efficiency Excel expertise Understanding of local market dynamics and customer expectations Strong analytical and problem-solving skills Excellent communication and leadership abilities Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at #J-18808-Ljbffr