Customer Service Agent

We are looking for a Customer Service Agent for our high-performance Sales and Supply Chain team based in Dubai. This is a fantastic opportunity to develop in our global corporate business.

**Note - to be considered for this role you **_MUST _**have **_Arabic_** **& **_French_** languages and experience in Customer Service using SAP systems.**

**About the role**

Reporting to the TMEA (Turkey, Middle East, Africa) Supply Chain Manager, the Customer Service Agent takes orders from customers in the Maghreb region and liaises with logistics and planning teams from the plants where the products is sourced from: Europe, North America, Asia.

The Customer Service Agent is responsible for the process from orders receipt till the order is fully and on time delivered at the customer, i.e:

- Follow up allocations
- Process customers complaints/claims according to T&L procedures, cooperate with different departments of the company to manage customers' complaints
- Follow up a billing tracker and a dispute report and take necessary actions to solve open issues
- Complete/ update regularly customer specific list with all details needed
- Share all relevant technical, quality, transport etc. documents/certificates
- Keep active and permanent contact with customers - on phone, in written
- Act as a GEA Champion if assigned to a GEA customer
- Improve and develop daily operations/strategies/procedures
- Facilitate / participate or take a lead in problem solving initiatives or escalate them to appropriate stakeholders or channels
- Analyse and manage complex information
- Make necessary decisions with confidence
- Prepare and present various reports and take part at meetings and conf calls upon the request
- Be the gatekeeper for TMEA allocation order process (based on Regional Sales Director instructions)
- Assist management in ensuring performance goals are met
- Meet customers and extend courtesy, strengthen relationships when the possibility of meeting them in person in trade shows, or in their premises with the collaboration with Sales and Technical

**About us**

After fully divesting our sugar business over 10 years ago, our product portfolio has changed significantly. From fibres and proteins to sweeteners and texturants, we create the products of the future. By identifying customer needs and market trends we pioneer and innovate ingredients that people want and need.

This is a place for engaged, passionate people and those that get excited by the possibilities of food innovation. From creating enhanced ingredients that improve our customer’s products to inventing new solutions, our teams work at the cutting edge of innovation every day.

**What You'll have**:
A general educational diploma or High School diploma

Minimum bachelor's degree in communications, business, or customer service

A proven experience in customer service supply chain

Experience of planning and supply chain techniques and transport
**Minimum required: 3-5 years**
- Fluent in French, Arabic and English
- Good knowledge of the SAP system
- Proficiency with Microsoft Office, Windows
- Excellent communication skills are essential.
- Knowledge of the supply chain, customer relationship
- Problem solving to ensure best customer service
- Team-player, proactive with strong sense of accountability
- Conscientiousness and commitment to the work performed
- High interpersonal skills to facilitate establishing contacts and maintaining relationships with clients

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**Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.