Manager Customer Service & Affiliate Sales
Dubai, United Arab Emirates
Job Description
Pays Emirats Arabes Unis
Lieu de travail DUBAI-U BORA TWRS(ARE)
Soci\xc3\xa9t\xc3\xa9 employeur TOTALENERGIES MARKETING UAE L.L.C
Domaine Commerce
Lieu Dubai
Type d\'emploi CDI
Exp\xc3\xa9rience Minimum 10 ans
Profil du candidat
Knowledge:
- Sound knowledge of the market and the customers & being on top of the latest industry techniques and methods.
- A thorough knowledge of the products
- Understanding of supply chain and logistics value chain
- In-depth knowledge of corporate tax, customs, Local Regulation and Strong understanding of sanction markets is a must.
Skills:
- English language proficiency is a must. French & Arabic language proficiency will be an added advantage.
- Team management capability
- Excellent communication, interpersonal and organizational skills
- Technical Proficiency : In depth knowledge in ERP Systems, Microsoft Office, & Customer service software - databases and CRM)
- Analytical skills
Experience:
- Minimum 8 \xe2\x80\x93 10 years (GCC experience) in related field of which 3 years in a similar position handling a team within a complex market.
Education:
- Master\xe2\x80\x99s degree within supply chain/ logistics / business administration
Trainings recommended for this position:
- Basic Technical Skills & knowledge of the range
- Work with the others in a multi-cultural situation
- Manage in a non-hierarchical position
- Mandatory Compliance trainings
Activit\xc3\xa9s
Affiliates & Third Party Sales
- Participate in the Supply Agreements with TotalEnergies affiliates and make sure both parties fulfil the Agreement.
- Responsible for managing the monthly pricing and tenders / Special pricing of Affiliates customers
- Responsible for affiliates budgets, Sales Forecasting & Trend Analysis for all Markets
- Conduct Monthly Sales reporting and manage Payment /Overdue ( Affiliates) and ensure timely collection
- Coordination with HQ related affili\xc3\xa2tes (budget, volume, prices etc..)
Customer Service:
- Ensure Adherence to group standards, Procedures and Best practices within the customer service teams.
- Coordinate cross-functional communication among internal interfaces (Sales, Finance, Planning, Logistics, Purchasing, IT, Operations) to ensure operational efficiency.
- Train and monitor team members for reliability and responsiveness to customer requests and complaints.
- Manage daily activities and supervise the team of Customer Service Representatives, who provided support to company\xe2\x80\x99s customers.
- Maintain & Improve KPI\xe2\x80\x99s for Export (affiliates and distributors markets) and direct market customers to improve the level of service provided as per Service level agreement (SLA)
- Key user of SAP SD module (handling system bugs, create correction tickets, etc..)
- Key user of Salesforce (customer relationship management) website, create, modify, training, and reporting
- Key user of Kiss flow for the forms: customer complaint, price upload, FOC & Credit Note.
- Manage month-end and year-end Closing processes.
- Maintain customer interface portals (E-LUB & Doc online), create, modify, training, and reporting
- Take ownership of customers complaints and follow problems through to resolution
- Conduct customer satisfaction surveys and implement the action plans
- Manage departmental and business projects/initiatives
- Ensure compliance with corporate tax laws, customs regulations & Group Compliance regulations in all levels of operations.
- Apply a strict respect of compliance process including Export and Sanctions controls, EEL, code of conducts guidance according to Company. Check the B/L and other documents are conform with EEL process / DD signed by the customers or distributors
Team Management:
- Pivot the team and objectives to meet the business\xe2\x80\x99s changing goals
- Recruit CS new member, set objectives, train, coach, and monitor performance ensuring assigned tasks and responsibilities are fulfilled.
- Lead and mentor the customer service team, integrating supply chain & Customs knowledge into daily operations
- Educate and update the team on changing tax and Sanction requirements.
Perform other duties & ad hoc projects as assigned by the line manager
Contexte et environnement
High content of matrix processes, between sales and supply chain on one hand, local team and Paris head office team on the other hand
CONSTRAINTS:
- Numerous custom regulations (in continuous evolution).
- Political instability in the region.
- High level of unfair competition from non-major players.
FAVOURABLE FACTORS:
Free zone benefits and port facilities
Quality of the infrastructure and communication tools
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Job Detail
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Job IdJD1612889
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned