Job Description

SOPREMA

- Established in 1908 in Strasbourg, France, Soprema is a global leader in manufacturing waterproofing, insulation, soundproofing, and green roofing solutions. With a presence in over 90 countries, the company operates 123 manufacturing plants and employs more than 10,000 professionals worldwide. In the Middle East, Soprema has been active for over 30 years, with a sales office in Dubai and a manufacturing facility in Abu Dhabi & Dubai, successfully contributing to numerous high-profile projects across the region.

Job Role : Senior Customer Service executive

Key Responsibilities

Act as the primary point of contact for key clients and high-priority customer accounts. Manage order processing from receipt to delivery, ensuring accurate and timely execution. Handle escalated customer complaints and provide effective resolution in a professional manner. Coordinate with internal departments (sales, logistics, production, warehouse) to ensure customer requirements are met. Monitor and manage KPIs such as response time, customer satisfaction scores, and order accuracy. Ensure CRM and Internal systems are up to date with customer interactions, order details, and case resolutions. Train and mentor junior customer service team members. Analyze customer feedback and suggest improvements to service processes and product offerings. Ensure compliance with company policies, quality standards, and industry regulations. Participate in regular reviews and meetings with the sales, operations, and management teams.

Preferred Qualities:

Team leadership or supervisory experience. Familiarity with export/import documentation (if applicable). High emotional intelligence and conflict resolution skills.
Job Type: Full-time

Experience:

Customer service: 3 years (Preferred)
License/Certification:

* Driving License (Preferred)