Customer Service Representative

Working alongside Export sales team to provide exceptional customer service, for customers in the EEMEA region. Handling and responding to all types of customer service issues – orders (from receipt to shipment), quotes, tenders and general enquiries which can be complex in nature, whilst striving to exceed Individual/Departmental/Company KPIs and skillfully balancing the customer needs with business demands.
• Strictly adhering to customs export compliance regulations.
• Work on assignments/projects as part of a team
• Become knowledgeable of the Customer Service functions of the ERP system
• Customer data maintenance
• Assess individual customer requirements and direct activities to appropriate departments
• Maintain daily customer service reports
• Manage orders within the divisions guidelines, relay price and availability of products to customers where necessary
• Deal with customer complaints efficiently and professionally as per the service level agreement
• Maintain and create new customers accounts
• Adhere to SOP’s, SLA’s and departmental training guideline
• May be required to perform other related duties as required and/or assigned

Skills:
• Competent Microsoft Office user
• Strong written and verbal communication skills
• Must have the ability to identify and solve problems and to multi task under deadlines
• Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player
• Display attention to detail and accuracy in the work place
• Good organizational skills and the ability to prioritize effectively
• Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers
• Work on own initiative on daily routine tasks as well as solving system issues
• Fluency in English is required, Arabic is desirable

Experience:
• * Relevant customer service experience preferred
• Knowledge of Export documentation and export licenses or appropriate export qualifications
• Knowledge of IATA/IMDG regulations, Letter of credits with appropriate qualifications
• Experience with Oracle or SAP preferred but not essentia