Customer Service Representative
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Key skills for this role
About the Role
The role involves managing customer orders, ensuring accurate processing, and collaborating with internal teams while requiring strong customer service and ERP SAP skills.
Key Skills for This Role
Responsibilities
- Manage day to day order processing activities for Industrial Coating Customers in the Middle East
- Process end to end orders including delivery, TAS (PO, GRN and invoicing)
- Collaborate with Supply, Sales, Demand, and Logistics teams
- Manage and review tasks like OTIF, SLOB, and Back Orders
- Register and process customer orders in the ERP system
- Act as first level contact for customer questions and complaints
- Propose improvements on work processes
- Upload final documents to customer invoice portals accurately
Requirements
- 3 8 years of experience in customer service or order management
- Experience with ERP systems and order to cash process
- Ability to manage customer relationships and resolve complaints
- Knowledge of OTIF, SLOB, and Back Orders
Full Job Posting
Role Overview
- We are seeking a dedicated Customer Service Representative to oversee order related operations across Middle Eastern countries for Industrial Coatings (Metal) Middle East.
- The ideal candidate will liaise with our customers, manage end to end order processing, and collaborate with various internal teams to ensure exceptional service delivery.
Key Accountabilities
- Managing essential day to day duties and handling activities across Middle East countries for Industrial Coating Customers.
- Dealing with the Customers to service their orders.
- Processing end to end orders including delivery related, TAS (PO, GRN and invoicing).
- Collaborating closely with Supply/Sales/Demand and Logistic and serving as the initial point of contact for all type of customer related enquiries.
- To Manage and review task like OTIF, SLOB, and Back Orders.
- To manage order receipt efficiently, prioritising timely order processing and good customer interactions and relationships.
- Manages the order to cash process with excellence in order processing.
- Registers and processes customer orders in the ERP system received via, electronic mail, and phone or through other contact with the customer.
- Ensures order processing is handled with accuracy.
- Raises issues in delivery, documentation and/or invoices process with Supervisor.
- Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
- Obtains adequate customer and product knowledge to find solutions for customer needs.
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