Customer Service Representative

THIS POSITION IS A CONTRACT HIRE (2 YEARS CONTRACT)
Job Purpose
The jobholder is primary point-of-contact with Borouge external customers and internal stakeholders to maximize customer service efforts through prompt, efficient and accurate order confirmation and fulfilment, knowledge and understanding and preparation of required order and documentation to contribute to the business and functional strategy and profitability. It also involves coordinating returns and handling complaints with customers and resolving it on a timely basis to retain customers.

This role demands a high level of attention to detail and accuracy, timely reporting and good organizational skills in order to ensure excellent customer service and high level of customer satisfaction.

Key Accountabilities
Customer Relationship Management

• Acting as single point of contact for customers' order management and other order-related activities.
• Identify, receive and/or coordinate customers' feedback and escalate to relevant Internal & External Stakeholders when required.
• Maintain on-going relationship with customers thereby promoting long term relationship between customer and Borouge.
• Collaborating with internal stakeholders to manage communications of outstanding accounts receivables to customers thereby support resolving financial and credit-related issues.
• For customers' complaints/claims, support provision of timely information to higher level management and Quality Management Team and expedite in resolving claims promptly to improve customers' retention and satisfaction.
• Proactively identify, propose & implement improvements to systems & processes to contribute to customer service excellence.

Sales Order Handling

• Receive new purchase orders directly from customers and/or Borouge sales team, and initiate the OTC process.
• Managing and follow-up enquiries (general product info, proforma invoice/letter of credit, sample requests, product availability etc.)

Shipment Tracking & Support

• Manage material availability and OPER allocations amongst sales team to ensure prompt execution of order entry in SAP.
• Coordinate and communicate with the concerned functions in Supply Chain and other functions such as shipping lines, LSP's and banks to as per OTC process requirements to ensure On Time Delivery to customers.
• Prepare manual Arabic/English and Certificate of Origin from Ministry of Economy or Chamber of Commerce
• Follow up and notify customers on deviations in order or delivery related activities to customers.

Collection Process

• Manage order management in accordance with the different payment terms (for example, validation of LC, working with finance department to ensure prompt cash advance receipt etc.).
• Execute prompt and accurate invoicing to ensure timely distribution of shipping documents and accounts receivables from customers.
• Accounts Receivable Collection
• Filing and record management for both softcopies and hardcopies on SAP and customer records archive, in accordance with policy, country and legal requirements

Qualifications, Experience, Knowledge & Skills
Minimum Qualification

• University degree in Business Administration, Supply Chain Management, Management / Business Disciplines, or Equivalent Qualifications.
• Sound knowledge of ERP preferably SAP & standard office software
• Basic knowledge of supply chain function is preferred.
• Strong spoken/written communication skills in English and local language.

Minimum Experience & Knowledge & Skills

• Minimum 3 - 7 years of experience in customer service environment
• Basic knowledge of petrochemical industry is preferred.
• Basic knowledge & understanding of different transportation modes, the freight forwarding industry, export documentation, government regulations & export controls requirements are preferred.
• Advanced level of Customer Orientation, Good Communication and Problem-Solving Skills, Ability to report and document findings, High level of Detailed Orientation, Flexibility, Initiative, and Team player, and Cultural awareness of the Countries served.

External Job Description