Our client is now recruiting for a Customer Service RepresentativePosition Summary: Day to day responsibility for export customers for allocated countries/areas, duties including order & quote editing/processing, screening of customers & orders/enquiries for export compliance, quotation follow up, complaint management, sourcing non-catalogue products, tendering, applying customs and export compliance regulations, meeting of deadlines for shipments and general resolution of customer enquiries, both verbal & written Key Responsibilities:
Working alongside Export sales team to provide exceptional customer service, for customers in the EEMEA region. Handling and responding to all types of customer service issues – orders (from receipt to shipment), quotes, tenders and general enquiries which can be complex in nature, whilst striving to exceed Individual/Departmental/Company KPIs and skillfully balancing the customer needs with business demands.
Strictly adhering to customs & export compliance regulations.
Work on assignments/projects as part of a team
Become knowledgeable of the Customer Service functions of the ERP system
Customer data maintenance
Assess individual customer requirements and direct activities to appropriate departments
Maintain daily customer service reports
Manage orders within the divisions guidelines, relay price and availability of products to customers where necessary
Deal with customer complaints efficiently and professionally as per the service level agreement
Maintain and create new customers accounts
Adhere to SOP’s, SLA’s and departmental training guideline
May be required to perform other related duties as required and/or assigned
Competent Microsoft Office user
Strong written and verbal communication skills
Must have the ability to identify and solve problems and to multi task under deadlines
Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player
Display attention to detail and accuracy in the work place
Good organizational skills and the ability to prioritize effectively
Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers
Work on own initiative on daily routine tasks as well as solving system issues
Fluency in English is required, Arabic is desirable
Relevant customer service experience preferred
Knowledge of Export documentation and export licenses or appropriate export qualifications
Knowledge of IATA/IMDG regulations, Letter of credits with appropriate qualifications
Experience with Oracle or SAP preferred but not essential
Requires a high school diploma or a Government Body award. A Bachelor’s Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered.
This position requires repetitive typing, considerable interaction on the telephone and regular use of a computer.
Most of the other physical demands are typical with those associated with an office environment.
We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
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