UAE National Customer Service Representative

JOB OBJECTIVE

• Develop close and confident relationship with Customers to satisfy their needs. Manage communication and relation with the Customer.
• Take total ownership on Customers Purchase Orders (PO) from their date of receipt to their delivery and invoicing.
• Co-ordinate the order treatment with appropriate Account Managers Technical Consultants Sales Operations Order Administrators Planning department and Logistics.
• Share customer knowledge to all relevant internal stakeholders
• Is responsible for Customers satisfaction and Service Excellence in terms of order treatment & follow-up from Customers point of view.

ROLES & RESPONSIBILITIES

• Act as main interface with Customers Account Managers and Technical Consultants during customers purchase order treatment.
• Is responsible for order management once PO is in.
• Validate customers Purchase Orders according to Thales DIS Customers Purchase Order Review process
• Create and Validate the Product code (unique Order Item) in coordination with customer and Technical Consultants and manufacturing sites.
• Coordinate Customers executables for Sales Order production (artwork validation specific payment conditions input files)
• Ensure customers Purchase Orders are registered accurately and timely matter in Thales DIS order entry systems to allow treatment by Planning dept.
• Plan the Sales Orders shipment date with the Manufacturing site as per Customers requested delivery dates and delivery location based on agreed incoterms
• Preparing for all documents and for imports and exports and strictly follow Trade compliance regulation
• Apply for external Inspections thru SGS/BV following the Customer country customs regulations
• Relay information around orders to/from Customers versus internal teams.
• Follow up the Sales Orders and process the shipment and invoicing in a proactive mode
• Is in charge of Customers complaints registration and follow up post delivery
• Contribute to the short-term billing forecast exercise in volume and to its achievements

• Is responsible for backlog report accuracy through ERP data update when relevant

• Contribute to inventory optimization based on inputs from the Supply Chain and through the selection of proper supitem at order booking level.
• Provide the agreed reports to Customers
• Attend some Customers meetings be present with internal teams when Customers visit Thales DIS facilities
• Launch Risk Order procedure when necessary
• Inform Sales Operations on the receipt of non-forecasted Customers PO
• Ensure recording Customers file as per Thales DIS Customer Order File Checklist
• Contribute to contract review with Sales especially on Export regulations Manuf lead times export documents
• Review prepare and submit documents against Letter of Credit with target of 0 discrepancy.

Internal/external interface

• Planning dept. Order Administrators Studio Sales Operations Account Manager other Customer Service representatives/Managers Logistics Credit Management Finance Technical Consultants
• Customers external control companies (Veritas) Chamber of Commerce. when applicable

WORK EXPERIENCE REQUIREMENTS

• 2 to 3 years experience in similar role in a Multi-National Company
• Experience in Logistics- export and import and International Trade
• Experience with document preparing against Letter of Credit

QUALIFICATION CERTIFICATION & EDUCATIONAL REQUIREMENTS

• International Trade Sales administration and logistics (Letter of Credit Payment Terms Customs Rules Trade compliance Incoterms)
• System Tools : IT Literate (Microsoft Pack Office )
• ERP (Oracle)
• College graduation and above preferably in International trade & Business or Supply Chain or Finance/Commerce
• Proficient in English

PREFERRED SKILLS

• French Arabic Turkish language knowledge is a plus with business communication proficiency (oral and written)
• Customer oriented and availability
• Ability to work in a fast-paced and dynamic environment.
• Good organization skills Self-initiatives
• Stress resistant
• Team player
• Good at interpersonal-& intercultural communication