Customer Service Representative | Everyday Goods - Distribution

Overview

Job Summary

Key Responsibilities

• Manage customer inquiries and oversee the full order process, from initial entry to final delivery confirmation.
• Serve as the primary point of contact for key accounts, handling product inquiries and resolving issues.
• Coordinate with internal departments to ensure customer requirements are met efficiently.
• Accurately process orders in the system and monitor stock levels.
• Liaise with supply chain teams to prevent delays and ensure timely order fulfillment.
• Handle customer complaints professionally, ensuring resolution and escalating to the Manager – Sales when required.
• Keep customers updated on order status, delivery timelines, and any changes in product availability.
• Collect and report customer feedback to support improvements in service quality and product offerings.
• Maintain proper documentation, ensuring all customer interactions and order details are accurately recorded.
• Support the sales team in achieving service targets and uphold GMG’s reputation for reliable customer support.
• Demonstrate a strong understanding of customer service principles, including order processing and complaint resolution.
• Utilize CRM and ERP systems (e.g., SAP) to manage customer records and track order statuses effectively.
• Communicate clearly and professionally with clients to address inquiries and resolve issues efficiently.
• Apply strong organizational skills to manage multiple customer requests simultaneously.
• Maintain accurate and up-to-date records of customer interactions and transactions.

Requirements

• Experience with LPO, Sales Order, and Outbound Delivery (OBD) printing
• Experience using CRM/ERP systems (e.g., SAP)
• Knowledge of document attachment and warehouse handover processes
• English communication skills required; Arabic is a plus
• Excel experience and knowledge is mandatory
• High School Diploma or equivalent