Customer Service Representative at Q-Sourcing Servtec Group

Order Management

• E-business
• Promote e-Commerce to the customers and meets the utilization targets
• Pre-Order Management and Order Entry
• Review and validate the sales offer and customer confirmed purchase order
• Check and ensure a good standing financial status before creating/releasing the orders.
• Monitor unblocking process by interacting with Sales according to MAS.
• Create/Release Sales orders according to customer purchase order as per the sales confirmation, and fulfil the order requirements.
• Scheduling the orders based on customers’ requests and materials availability”
• Order Fulfilment
• Create outbound delivery and shipment in a timely manner and schedule them to be delivered as confirmed.
• Nominate the shipments to the service providers based on the given allocation from logistics.
• Sending the nominations to service providers and affiliates.
• Fulfil the outbound delivery and/or shipment of any required data such as the reason of delay
• Ensure closing the orders in SAP properly and on time.

Documentation.

• Responsible of the execution of providing all direct orders (except LC orders) documents. Printing Commercial invoice, confirming B/Ls, printing Certificate of Analysis (supplying if not in the SAP data), providing packing list, Certificate of Origin (COA) and marine insurance, creating Producer Certificate (COP)
• Confirming and following all STO orders B/L drafts, making necessary corrections.
• Responsible for providing soft copies of the LC orders to CS Team and following the LC processes with HQ Documentation Department.
• Responsible for providing the marine insurance for KSA, EU, or America origin orders by working with HQ Documentation Department.

Shipment Monitoring

• Following up the shipments with concerns until delivering the orders to the customers on time.
• Monitor logistics performance to ensure delivering the shipments in a good conditions and as per the client’s standards to avoid customer complaints.
• Investigate in case of shipment delay, update SAP with the applicable reason of delay, and report the delay to the concerns parties.
• Managing claims related to delayed shipments, detentions, demurrage, damages and/or any incident.
• Reporting any failure, incident or performance issue from service providers to the concerns of the logistics and safety Classification: Confidential.
• Reporting
• Prepare and submit day-to-day operations and performance reports
• Issuing special reports based on the request of CS Manager and others.

 General Tasks

• Respond to customers’ requests and communicate in a professional way with a customer oriented style to maintain excellent relationship
• Verify and investigate complaints and claims form customer, service providers, affiliates or any other parties.
• Report any interruptions that would disrupt or delay the work or the deliveries to the customers and resolve them or propose appropriate solutions
• Responsible for orders system related issues
• Responsible for quality notifications assigned to customer service, investigate and update the notification with the resolution and feedback.
• Handling the approved compensation in SAP for any justified complaints.
• Execute diversions and returns process if necessary.
• Execute credit or debit notes if necessary and approved.
• Support the business by issuing free sample orders once approved
• Maintain SAP mater data for the customers
• Resolve Data Quality and Mirror Plant related issues
• Partly responsible for Customer Satisfaction (NPS)
• Provide suggested solutions in case of operational interruptions and approve or escalate solution to the Management
• Issuing SAP repeat agreements for contractual and non-contractual customers.
• Extract the orders list from SAP for repeat calculations and creating repeat credit notes based on the approved figures
• Participate in meetings and projects on demand
• Commit to the client’s and department policies and procedures

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• Good command of the English Language.
• Degree or Diploma with over 5 years relevant working experience
• Experience with SAP or related ERP Customer Service Training and Certification