CUSTOMER SERVICE CONSULTANT

vontier

PURPOSE OF POSITION
The Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process and confirm customers orders timely, for any customers within the MEA region for any customer or distributor buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize the efficiency in order intake, end to end order management and revenue for the given period and to match customers delivery time expectation and to improve or enhance our customer s experience. He/She is also responsible to manage all outbound customs and trade issues and maintain all relevant customers data.
KEY RESPONSIBILITIES
Full understanding of international trade requirements especially within the Middle East and Africa region
Assessing and processing orders with factories and customers
Evaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing orders
Logging of all orders and tracking details of shipments in Sales Force
Co-ordinating with factories on production lead times and ensure order readiness
Attend calls with all factories to understand production issues and discuss ways to improve delivery times
Ensuring an appropriate order flow with the compliance to organizational policies
Co-ordinating with the finance department to resolve invoice and pricing issues
Monitoring and evaluation of all orders and sales processes as well as provide weekly reports to all customers
Management of the communication with the sales department and customers
Working with factory and customers for inspection processes to ensure smooth shipment
Check the accuracy of the shipping documents and work pro-actively to avoid any issues during custom clearance
File all documents on respective order folders and share the same with customers, sales, AR team when necessary
Work with factory / customer on Letter of Credits and provide necessary inputs
Co-ordinating with forwarders and customers on shipments deliveries
Logging, monitoring and evaluation of all order issues
Assistance to Sales teams in obtaining required proforma documents and related information as required
DELEGATION OF AUTHORITY
As per Board-approved DOA and as necessary for functions outside the DOA.
As delegated by the Managing Director, when necessary.