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Vacancy
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Job Description
Roles & Responsibilities
KEY ACCOUNTABILITIES
- Acting as single point of contact for customers order management and other order-related activities.
- Identify, receive and/or coordinate customers feedback and escalate to relevant Internal & External Stakeholders when required.
- Maintain on-going relationship with customers thereby promoting long term relationship between customer and Borouge.
- Collaborating with internal stakeholders to manage communications of outstanding accounts receivables to customers thereby support resolving financial and credit-related issues.
- For customers complaints/claims, support provision of timely information to higher level management and Quality Management Team and expedite in resolving claims promptly to improve customers retention and satisfaction.
- Proactively identify, propose & implement improvements to systems & processes to contribute to customer service excellence.
Sales Order Handling
- Receive new purchase orders directly from customers and/or Borouge sales team, and initiate the OTC process.
- Managing and follow-up enquiries (general product info, proforma invoice/letter of credit, sample requests, product availability etc.)
Shipment Tracking & Support
- Manage material availability and OPER allocations amongst sales team to ensure prompt execution of order entry in SAP.
- Coordinate and communicate with the concerned functions in Supply Chain and other functions such as shipping lines, LSP s and banks to as per OTC process requirements to ensure On Time Delivery to customers.
- Prepare manual Arabic/English and Certificate of Origin from Ministry of Economy or Chamber of Commerce
- Follow up and notify customers on deviations in order or delivery related activities to customers.
Collection Process
- Manage order management in accordance with the different payment terms (for example, validation of LC, working with finance department to ensure prompt cash advance receipt etc.).
- Execute prompt and accurate invoicing to ensure timely distribution of shipping documents and accounts receivables from customers.
- Accounts Receivable Collection
- Filing and record management for both softcopies and hardcopies on SAP and customer records archive, in accordance with policy, country and legal requirements
Desired Candidate Profile
QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS
Minimum Qualification
- University degree in Business Administration, Supply Chain Management, Management / Business Disciplines, or Equivalent Qualifications.
- Sound knowledge of ERP preferably SAP & standard office software
- Basic knowledge of supply chain function is preferred.
- Strong spoken/written communication skills in English and local language.
Minimum Experience & Knowledge & Skills
- Minimum 3 - 7 years of experience in customer service environment
- Basic knowledge of petrochemical industry is preferred.
- Basic knowledge & understanding of different transportation modes, the freight forwarding industry, export documentation, government regulations & export controls requirements are preferred.
- Advanced level of Customer Orientation, Good Communication and Problem-Solving Skills, Ability to report and document findings, High level of Detailed Orientation, Flexibility, Initiative, and Team player, and Cultural awareness of the Countries served.
Company Industry
- Plastics
- Rubber
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Service Representative
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