Customer Service Executive
3 weeks ago
Our client, a leading global provider of mobile computing solutions, is in need of a Customer Service Executive to join their Dubai team.
Purpose of this role:
This role essentially provides frontline support to both Customers and Sales Managers, ensuring an efficient and professional level of customer service is given from pre-sales through to post-sales. The purpose of this role is to ensure that all processing of data entry relevant to the applicable region(s) is carried out and to provide a reliable and consistent level of customer service.
Main Responsibilities:
- Liaise with Customers and Sales Managers to provide frontline customer service (including pre and post sales support) via email or telephone.
- Produce clear and concise communication for both Internal and External Customers.
- Process sales orders in a timely manner; including reviewing and checking orders and stock allocation.
- Manage the generation of open sales orders within the relevant region(s) to ensure all orders are generated for picking and packing and able to be invoiced prior to each fiscal month end.
- Maintain sufficient filing systems, within the email system (Outlook), computer hard-drive and network server and also for hard-copy purchase orders.
- Maintain various forms of customer specific information, including ensuring all current prices are set up on BAAN and that customer ordering and delivery guidance notes are maintained.
- Liaise with the 3rd Party Logistics Provider (3PL) to obtain information relating to the preparation and shipping of customer purchase orders.
- Raise RMA (Returns Management Authorisation) and Faulty Product requests from customers, notifying the 3PL and Credit Control of pending returns.
- Handle and resolve queries raised by Customers, Sales Manager or the Credit Control Department.
- Provide absence cover to other members of the team.
Key Competencies:
Job Category: Customer Service & Call Center
Key skills, knowledge and experience required:
- Excellent communication (written and verbal) and interpersonal skills.
- Ability to work under time pressure and meet deadlines.
- Intermediate/Advanced Excel, Word and PowerPoint.
- Experience working with EMEA regions.
- Customer Service experience is essential.
- Experience of transport/logistics industry.
- Experience of international export procedures, including understanding the preparation and need for specific customs documentation, such as Bills of Lading, CMRs, Airway bills, Certificates of Origin, Certificates of Conformity.
- Experience of international payment arrangements, including Bank Guarantees and Letters of Credit.
- Multi-lingual (particular language requirements will be specific to certain roles).
- At least 2-3 years' experience in a similar role.
Qualification and Education requirements:
Educated to at least A-level, degree or equivalent.
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