Customer Service Executive

2 months ago


Dubai, United Arab Emirates Talent Pal Full time

**Customer Service Executive / SupplyChain - Fix term contract**:

- Date: 15 Oct 2024- Location: dubai- Company: Shiseido

**I. Job purpose**:
The purpose of the customer service job is to provide assistance and support to customers for Shiseido Arabia in KSA before, during, and after their purchase or interaction with a company's products or services. Here are some key aspects of its purpose:

- Customer Satisfaction: Ensuring customers have a positive experience by addressing their needs, concerns, or questions promptly and effectively.
- Problem Resolution: Helping customers resolve issues they encounter with products or services, aiming to turn potentially negative experiences into positive ones.
- Relationship Building: Building rapport and trust with customers to encourage repeat business and loyalty to the brand.
- Product Knowledge: Being knowledgeable about the company's offerings to provide accurate information and guidance to customers.
- Feedback Collection: Gathering feedback from customers to improve products, services, and overall customer experience.
- Brand Ambassadorship: Representing the company in a positive light, reflecting its values and commitment to customer satisfaction.

Overall, customer service jobs play a crucial role in ensuring that customers feel valued, heard, and supported throughout their interactions with a company.

**II. Main tasks**:
**Functional Responsibilities**:

- Optimises output for customer order fulfilment.
- Escalates operational bottlenecks or other issues as necessary.
- Optimises customer service parameters.
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies.

**Leadership Responsibilities**:

- (Functionally) leads assigned operational duties and responsibility as customer service executive.
- Communicating in a transparent and constructive manner.
- Enabling to realize his or her own potential and advance within the organization.

**III. Dimension / Key figures**:
3PL Key Performance Indicators _(responsible)_

Customer Order Fulfilment _(responsible)_

Customer Claims management

Supply Chain Process & Control in SAP B1 _(responsible)_

Rush orders (customer request)

OTIF (dispatched)

OTIF (delivered)

Outstanding Order Lines

**IV. Detailed tasks**

**Customer Service Operations**

1. Sales Operations
- Administer the order from the customers by providing good customer service and assisting customers with their orders and inquiries including scheduled delivery dates.
- Process POSM orders & special orders from Marketing team, related to PR requirements and marketing campaign.
- Providing outstanding customer service by sending updated order forms to the customers.
- Manage the sales operational flow using SAP B1 system from entering the sales order till invoicing the customer.
- Monitor 3PL activity for order preparation for its priority and to maintain customer delivery lead-time.
- Maintain tracker for 3PL weekly issue to monitor and observe counter and preventive measure if applicable prior to the raise issue.
- Track customer orders which is currently out of stocks for further discussion to the supply & demand planning team.
- Manage sales return process from creation of return request, approval till monitoring to 3PL prior to release credit notes.
- Expedited constant communication with the Logistics & Customer Service Manager and Supply Chain Director to highlight major issue which affecting the sales order operation.
- Responsible for gathering new customer information and inform concern team to update the system data base for successfully maintaining accurate documentation and records.
- Run daily reports to check which shipments have left the regional DC Warehouse and place the date in the operations tracker.
- Update tracker with shipping-related information.
- Track shipment arrival, and provide inbound and outbound customs clearance documents to freight forwarder
- Track outbound order deliveries to customers to ensure it is in line with sales estimate targets
- Follow up and follow through on inbound and outbound transportation and clearance to ensure any issues and gaps are resolved quickly and meet lead time KPI.
- Coordinate with sales/Marketing team on office orders

2. Claims
- Manage customer delivery and shipment claims for shorts and damage deliveries and perform further necessary action to release credit notes to the customer.
- Ensure all prices are up to add and coordinate with the Sales/Marketing/Finance team to update SAP B1.

**V. Profile /



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