Our client is a global polymer distribution and chemical trading company
Job Description
The Logistics and Customer Service Representative (Arabic speaker) is the engine of this company. The CSR role is to Utilize a high energy approach to ensure that every transaction and order is processed efficiently, effectively and in line with policies and procedures of the department.
The main duties and responsibilities include:
Responsible of tracking all Sales orders and their status to plan deliveries
Responsible of following up with Sales Managers to plan the deliveries and to help with SO approval
Interact with our customers in arranging theirshipments in a way that exceedscustomer service expectations
Prioritization of orders and adjusting of schedules to ensure customer priority requirement are met
Ensure efficient scheduling and routing of goods to approved SO to reduce costs and on-time in-full (OTIF) delivery
Ensure accurate and timely data entry into our operating system
Coordinate with all relevant departments i.e Sales, Operations and Finance to ensure processing the orders as required
Ensure Best in Class Service to our Customers thru a strong Customer Service Organization and a mature Customer Collaboration process in place
Process all relevant documents related to transaction such as BL, LC draft, COO, etc.
Ensure documents are timely sent to customers
Ensure accurate and timely client invoicing
Contribute to maintain strong relationships with customers and suppliers
Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer s policies / requirements.
Understand department process flow, constantly looking for areas of improved efficiency
Ensure all customers standard operating procedures are followed and updated
Meet KPI standards, as per the company procedures
Overseas communications, timely responses to emails and requests (internal and external)
Serve as the primary liaison with Sales and operations on the delivery of cost-effective customer service
Report directly to CS manager any issue or difficulties
Manage complaints and committed to meeting current and future expectations and requirements of customers, and resolving customer issues that arise
Provide back up in absence of any colleague as required/instructed by manager
KEY INDICATORS (KPI):
Carrier Reliability:
Number of deliveries delivered on time means the number of deliveries that the carrier can deliver in the stipulated terms
Order Confirmation:
OC refers to the percentage of orders processed complete as promised to the customer, (even if not on time) for the reporting period
Customer Perfect Order
CPO measures the percentage of customer orders, which are processed without delay and rework in respect to the agreed-on order details as item, quantity, price etc
Productivity
It refers to the percentage of Sales growth compared to Total Supply Chain Costs growth including costs related to the operations, warehouse, transport and people
Month On Hand
A financial performance indicators that emphasis on the amount of stock ordered and stored at the warehouse Vs its actual consumption.
Letter of Credit
Tracks the number of days required to complete an LC processing on time and without errors.
Requirements
Educational Background
Level of education and professional qualifications and/or specific occupational training required.
| High school diploma
|
Technical/Work-based Skills or specific knowledge (Must Have)
This relates to the skills specific to the job, e.g. language fluency, etc
| - Good computer knowledge / excel, word, pdf
- English fluent speaking and reading (Must)
- Arabic fluent speaking and reading (Must)
- Excellent communication and commercial skills
- Master several languages is a plus
|
Experience
This could include a minimum period of
experience or specific(ensure period stated is appropriate and not unnecessarily excessive)
| 3-5 years job activity as a Customer Service and logistics in international trade (Must)
|
Personal Skills/Attributes
General characteristics required to do the job effectively
| Customer Support
Scheduling / Complaints
Coordination with Operations, Warehouse & Finance.
Invoice Checking
Drive service high levels.
Shipment Notification
Sales Support
Complaint Handling
Coordinate with Sales
Availability communication
LC
Expediting LC processing
Ensuring 3 status communication to sales
Coordinating with the banks, suppliers & customers.
|
WORKING RELATIONSHIPS
Indicate the main typical types of interactions and with who (i.e., group or titles) the interaction occurs and describe the purpose or nature (explaining, informing, influencing, supporting, selling..,)
- Operations Team
- Finance
- Sales staff
- Customers
Must have skills to qualify for this role:
- Experience in Export and Import by road and Sea(International trade) (Must have )
- Very good knowledge of customs regulations and processes (Must have )
- Experience in order management and fulfillment that involved coordination with Customers, Sales and all relevant stakeholders.
Educational Background Level of education and professional qualifications and/or specific occupational training required. High school diploma Technical/Work-based Skills or specific knowledge (Must Have) This relates to the skills specific to the job, e.g. language fluency, etc - Good computer knowledge / excel, word, pdf - English fluent speaking and reading (Must) - Arabic fluent speaking and reading (Must) - Excellent communication and commercial skills - Master several languages is a plus Experience This could include a minimum period of experience or specific(ensure period stated is appropriate and not unnecessarily excessive) 3-5 years job activity as a Customer Service and logistics in international trade (Must) Personal Skills/Attributes General characteristics required to do the job effectively Customer Support Scheduling / Complaints Coordination with Operations, Warehouse & Finance. Invoice Checking Drive service high levels. Shipment Notification Sales Support Complaint Handling Coordinate with Sales Availability communication LC Expediting LC processing Ensuring 3 status communication to sales Coordinating with the banks, suppliers & customers. WORKING RELATIONSHIPS Indicate the main typical types of interactions and with who (i.e., group or titles) the interaction occurs and describe the purpose or nature (explaining, informing, influencing, supporting, selling..,) - Operations Team - Finance - Sales staff - Customers Must have skills to qualify for this role: Experience in Export and Import by road and Sea (International trade) (Must have ) Very good knowledge of customs regulations and processes (Must have ) Experience in order management and fulfillment that involved coordination with Customers, Sales and all relevant stakeholders.