Job Description
Rowad is a leading plastic product manufacturer in the Middle East. Our products are exported to more than 30 countries around the world. We believe in business excellence and through innovative manufacturing technologies, we offer the best products at competitive prices to our customers.
Customer Service Representative
An exciting opportunity is available Customer Service Representative, based in KSA who will report directly to Customer Service Head – Sales and Marketing.
Summary:
We are seeking for a motivated Customer Service Representative, Sales who will Establishes and maintains relationships with customers and handle customer queries and orders, order fulfilment and logistic fulfilment monitoring, and maintaining clean communications and customer satisfaction.
In this role, you will be responsible of:
- Open and maintain customer accounts by recording account information, Keep records of customer interactions and file documents.
- Handling Customer inquiries.
- Feedback to customers regarding existing/new orders, shipment, documentation, etc.
- Prepare quotations/Proforma Invoice.
- Prepare Sales order confirmation
- Identify and assess customers’ needs to achieve satisfaction
- Ensure timely delivery in coordination with planning and supply chain department.
- Prepare shipping documents/bank documents.
- Handling & issuing customer complaints in compliance to customer complaint handling procedure. Resolve product or service problems by clarifying the customer's complaint in coordination with relevant departments
- Follow the procedure and arrange lifting back of rejected materials from the customers.
- Prepare debit/credit notes.
- Regular interaction with Accounts to maintain credit exposure, providing support to keep overdues under control.
- Issue system generated invoice for respective buyers
- Preparing manual documents i.e. invoice, TCN etc.
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed.
- Prepares and send samples as requested by customer.
- Enters various data into the SAP system to include revised customer data.
- Performs duties of other Customer Service Representatives as needed in their absence.
- Performs other duties as assigned.
- Customer satisfaction resulting in account retention and regular orders.
Minimum Qualification and Experience:
- Bachelor’s degree in marketing/business administration
- 3-5 years working experience.
- Proficient in using SAP/ERP system, MS excel/word/Power point
- Knowledge of preparing shipping documents/LC terms, etc.
- Proven customer support experience
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Ability to work under pressure
Knowledge & Skills Required:
- Presentation skills
- Planning & organizing
- Customer Focus
- Fluency in English language with excellent communication (written & oral) skills
- Very good Knowledge of MS Office applications (Word, Excel, Outlook, etc.)Effective communication in English (written & oral).
- Expert knowledge in MS Office applications (Word, Excel, Power Point, Outlook, etc.)
