Sr. Customer Service

Donaldson - Abu Dhabi

Abu Dhabi

You care about the world. So do we. Work together with a talented group of people committed to making innovative products and services that improve our world.

Sr. Customer Service :

Job profile :

To manage an effective customer service dept. for pre-selected customers and distribution center, incorporating orders and schedule, including receiving and interpreting, processing. Ensuring customer delivery dates are adhered to and company targets are met.

PRINCIPAL ACCOUNTABILITIES

  • Establish adequate and efficient communication with customers regarding customer service (e.g., order entry, order history, delivery, product and price queries, future demands) to provide agreed service levels and retain customer base
  • Process orders and schedules( via the computer system) and maintain orders through the system, so that others departments can support customer demands and plan effective work loading
  • Process order through the plant and ensure that customer’s request dates are met. Use appropriate stock allocation
  • Generate and control all relevant documentation or electronic data for order follow up and distribute copies. (Shipping advices, debit, credit notes, export documentation, legalized documents etc.) in order to provide financial data and facilitate effective shipping procedures. Shall be responsible to provide all the Final data and document to Finance after invoicing for Sales recognisition.
  • Maintain specific details on customer records on computer ( Customer masters).To ensure that delivery addresses, pricing, cross, references, any special instruction are accurate.
  • Maintain an accurate and up to date back up filing system, ensuring customers orders and relative data is available retrospectively in case of any discrepancies or disputes
  • Any other assignment as may be allocated from time to time by the management. To ensure flexibility in the department and any occasional requirements are fulfilled.
  • Implementation of standardized processes and follow up of procedures, guidelines.
  • Active participation, advise and co decision in selection of carriers
  • Safeguard service level and monitor forwarders
  • Maintain SharePoint documents linked to proper location (rates, cost changes, forwarders reports, general info, …. )
  • Lead the activities of the customer service team, is responsible for all activities within a team.
  • Should have effective review mechanism for all the Sales Order booked in the system.
  • Should be well versed with the Payment terms & LC terms.

QUALIFICATION, EXPERIENCE, SKILLS & KNOWLEDGE REQUIRED:

  • Higher education with an administrative and/or commercial orientation
  • 5-6 years of experience in administration/customer service/logistics
  • Working knowledge of MS Office packages. Knowledge of Oracle R12, incoterms, Shipping documents and CRM is an asset.
  • Organization skills, priority setting, interpersonal communication skills, advanced level of English, computers skills, fast learner and a team player.
  • Flexibility, ability to multi-task, to manage time and to adopt to changes.
  • Pro-active attitude (initiative to contact customers), ability to take a decision when necessary.
  • Good understanding of shipping processes, company policies, operating systems and procedures
  • Fluent in English, knowlege of Arabic is an asset.
  • Understanding of middle east market in term of customer’s support

Come make a world of difference.

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