Order Book Management:

• Process and manage all orders types accurately using SAP, ensuring the customer

has supplied all relevant details, with no ambiguity within the order detail
requested

• Manage incoming orders, from entry to agree delivery dates.
• Proactively utilize tools to influence management and minimize the backlog of

orders, including functional contacts and networks.

• Proactively keep customers informed at all times on new product updates and

changes to delivery or lead times against their orders.

• Ensure customer terms are accurately reflected on the system to provide the

customer with a payable invoice.

• Act with agility in acquiring information from the system to answer customer

queries and meet expectations.
Management of Returns and credits:

• Assess requests for return and credit, and process relevant requests within

specified timescales, ensuring established procedures are followed.

• Ensure recovery of restocking fees where appropriate and negotiate restocking

fees directly with the customer where necessary, where liability is not clear.

• Manage swift turnaround of outstanding returns to avoid payments issues
• Liaise with Area Managers, Distribution, Freight Forwarders and other relevant

parties involved in the returns process to ensure Returns Cycle time targets are
met.

• Process any transport claims for damaged product through 3rd party transport

company.

• Effective use of 3rd Party systems for arranging collection of product as well as

returns tracking.
Internal Communication: For internal & partner use only.
Management of outstanding invoices:

• Resolve customer invoice queries, through effective order investigation and

correctly assign the appropriate outcome for the business and customer.

• Effective use of Invoice Dispute Database to ensure disputes are addressed

promptly to avoid delays to payment.
Management of Customer & Business Needs:

• Actively seek solutions and offer suggestions to resolve customer issues within

established guidelines, achieving the best resolution to meet customer and
business needs

• During discussion with customers, take reasonable opportunity to sell the

business and raise awareness of branded products and services.

• Maintain close contact with the customer to identify customer needs and

business opportunities for improvements.

• Ensure customer service levels are achieved, maintained and excelled against KPIs

and Business Measures

• Build relationships with key customers, which may require occasional travel.
• Work with cross functional teams to ensure excellent customer service is

maintained.
Profile

• A minimum of 3 years\' experience in Customer Service.
• Handling Goods shipment (such as delivery time, customs, shipping conditions).
• Fluent written and spoken English, as he/she will frequently be liaising across

cultures.

• Capability to build relationship with customers
• An autonomous, self-driven, and hard-working individual
• Experience of various computer systems and software including Excel, Word &

Outlook.

• Knowledge of SAP is a must.
• A good team player with a customer focused outlook

Min Experience:

3 Years

Salary :

AED 12000

Temp/Perm::

Permanent

Location :

Dubai

Posted Date:

January 2, 2024

Parker Connect