Customer Service Representative

Job Title: Customer Service Representative

We are seeking a dedicated and proactive Customer Service Representative (CSR) to join our Commercial team. The CSR will be responsible for managing customer orders, addressing concerns, and maintaining high levels of customer satisfaction. This role involves coordinating with various departments, including Sales, Production, Quality Assurance, Tech Service, and Logistics, to ensure timely and accurate order fulfillment and issue resolution.

Key Responsibilities:

- Order Processing and Coordination:
- Accurately process customer orders, ensuring timely invoicing and shipping.
- Serve as the initial point-of-contact for general customer inquiries related to pricing, product information, order scheduling, and issue resolution.
- Communicate effectively with Sales, Production, Quality Assurance, Tech Service, and Logistics to address customer concerns and maintain order accuracy.

- Customer Relationship Management:
- Build and maintain strong business relationships with customers by providing prompt and accurate service to enhance customer loyalty and company credibility.
- Address and resolve customer problems promptly, and communicate the action plan to rectify issues.

- Product Knowledge and Database Management:
- Maintain a deep understanding of the company's products, specifications, and applications.
- Update and manage customer and product databases.
- Assist with new product introductions and marketing campaigns.

- Systems and Record Keeping:
- Utilize ERP, CRM, and IT systems for order handling, tracking, invoicing, and record-keeping.
- Track customer complaints and categorize them by product, customer type, and market.
- Provide detailed reports and perform clerical duties related to customer service.

- Team Participation and Communication:
- Ensure customer focus in planning and issue management by participating in regional sales team meetings and other relevant discussions.
- Collaborate with internal departments to resolve issues and provide backup support to other team members.

- External Communication:
- Interact with customers to understand their issues and complaints, and support potential customers through cold calls and introductions.

Qualifications, Experience, and Skills:

- Minimum Qualifications:
- Bachelor’s degree in Business, Science, or a related field (preferred).
- Proficiency in English; Arabic language skills are an asset.

- Experience:
- Experience in a business environment preferred, including customer service or vacation work experience.

- Job-Specific Skills:
- Strong customer service and troubleshooting skills.
- Ability to analyze client needs and offer appropriate solutions.
- Adaptability to dynamic environments and ability to learn new software.
- Effective communication skills, both verbal and written.
- Proficiency in MS Word, Excel, and email.

- Competencies:
- Customer focus
- Communication
- Teamwork
- Time management
- Multi-tasking
- Problem-solving
- Energy and stress management
- Adaptability and flexibility
- Accountability and dependability

Quality, Environmental, Health, and Safety (QEHS) Policy Awareness:

- Ensure adherence to QEHS policies and procedures to maintain personal safety and the safety of others.