Customer Service Representative

6 months ago

Dubai, United Arab Emirates Fika Consultancy Full time

The purpose of this role is act as a Customer Service agent (80% of your time), addressing customer issues promptly, supporting sales teams, and fostering trust through open communication, while supporting the Supply Chain function (20% of your time), managing orders, logistics, and vendor relationships, ensuring efficient operations and quality standards.

**Key responsibilities**:
Customer Service Representative supports customers by providing helpful information, processing orders, arranging transportation, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

He/she works with the various departments and across the network to ensure maximum customer satisfaction is achieved and works on timely delivery of materials.

**Cover Customer Service cases**: 80% of the time

**Process Order and Planning**: Daily processing of Orders to supply customer needs. Align and plan capacity with production area.

**Reporting**: Sending various reports such as Sales reports, Stock Reports, Open Order Reports, Actual Selling Price, Customer Master Data, Stock In Stock Out, Purchase Order, Production Planning, dead inventory minimization, etc.

**Customer Visit**: To enhance customer relations and understand customer feedback to improve services

**Communication**: Effective communication with customers to update the status and answer inquiries

**Cover Supply Chain Cases**: 20% of the time

**Logistics**: Dispatching and scheduling transportation for orders

**Import/ Export Documentation**: Support the logistics team by providing sufficient documents for clearance and export process

**Vendor Management**: Facilitate and Manage vendors, identify improvement areas, track order, and troubleshoot problems

**Responsible for Purchase Orders**: Release purchase orders considering of all terms and conditions

**Warehouse Management**: Maintain multiple location warehouses, organization of warehouses, space unitization, and keeping track of inbound and outbound activities

**Inventory Management**: Responsible for maintaining inventory, cyclic stock counts, and resolving mismatch

**Key requirements**:
2-3 years of relevant work experience in a similar role

Able to commute to office in Dubai - Jebel Ali Free Zone

English Speaking and Written Skills is a must

**ERP Systems Experience is desired**: SAP and/or Tally

Availability to travel occasionally to customer sites (a few times per year)

Good Microsoft Office Skills

**Skills**: Results orientation, Problem-Solving Skills, Active listening, and good communication skills, time-management skills, ability to work in fast-paced and multicultural environments.

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