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Client Support Specialist

3 months ago

Dubai, Dubai, United Arab Emirates Oil and Gas Job Search Ltd Full time

Position Overview

The Customer Service Representative plays a vital role in ensuring the seamless sales and delivery of products within the Oil and Gas sector. This position encompasses a variety of responsibilities aimed at maintaining high levels of customer satisfaction and operational efficiency.

Key Responsibilities

As a Customer Service Representative, your duties will include:

  • Addressing all customer inquiries regarding quotes for equipment, spare parts, and screens.
  • Processing purchase orders for various products in a timely manner.
  • Expediting orders within the Customer Service team to ensure prompt delivery.
  • Acting as a liaison to resolve discrepancies and issues that may arise.
  • Proactively managing customer expectations throughout the sales process.
  • Ensuring customer satisfaction from the initial request for quote (RFQ) to the final invoice.
  • Reviewing inquiries and orders for compliance with legal and export regulations.
  • Coordinating with internal departments such as inventory, accounting, and logistics.
  • Maintaining organized records of orders as per company standards.
  • Collaborating with Quality Control to meet all Quality Management System (QMS) requirements.
  • Processing Material Return Authorizations with the necessary approvals.
  • Assisting in resolving Accounts Receivable issues.
  • Participating in training and development sessions as required by management.
  • Performing any additional tasks as assigned by supervisors or management.

Order Management

Review and process sales orders based on customer purchase orders, ensuring accuracy and compliance:

  • Verify that customer PO numbers are accurately reflected on sales orders.
  • Ensure that pricing, delivery dates, quantities, and units of measure align with the original quote.
  • Confirm that freight terms match those specified in the sales quote.
  • Review documentation requirements outlined in customer POs.
  • Check for any necessary certification requirements.
  • Identify terms that may pose challenges, such as penalties or specific delivery requirements.
  • Ensure compliance with US export regulations, including final destination checks.
  • Communicate with supervisors or legal teams as needed.

Customer Relationship Management

Proactively manage customer needs and expectations by regularly reviewing open orders:

  • Conduct weekly reviews of open order reports.
  • Update order statuses in the system for any overdue items.
  • Notify buyers or expediters of any delays.
  • Inform customers of any changes to promised delivery dates.
  • Follow up on expiring quotes to maintain engagement.
  • Keep customer files updated with relevant contact information.
  • Establish a backup CSR protocol for when you are unavailable.

Additional Information

Customer Service Representatives may be required to work beyond the standard 40-hour work week to ensure timely completion of all responsibilities. Employees are expected to demonstrate minimum acceptable skills as outlined in the job analysis. The company reserves the right to modify job descriptions as necessary.

Required Skills and Qualifications

To be successful in this role, candidates should possess:

  • A High School Diploma or equivalent.
  • Experience with computer software, particularly Microsoft Office and Oracle JD Edwards.
  • Strong written and verbal communication skills.
  • Excellent organizational skills and attention to detail.
  • Prior customer service experience.
  • A typing speed of at least 45 words per minute.
  • The ability to prioritize tasks and manage multiple projects effectively.
  • A capacity to thrive in a fast-paced environment.

Preferred Qualifications

While not mandatory, the following qualifications are desirable:

  • A Bachelor's degree or an associate degree/diploma in a technical field.
  • Experience in solids control.
  • Knowledge of solids control equipment.