Customer Service Executive

Candidate Profile

Knowledge

• Strong knowledge of the market and the customers, industry techniques/methods.
• VAT and customs requirements.
• Letters of Credits and export documentation.
• A thorough knowledge of the product range (added advantage).
• SAP.

Skills

• Excellent interpersonal communication.
• Analysis, problem solving, and resolving conflict.
• Proficiency in IT software (ERP, Excel, Word, PowerPoint, and PDF writer).
• English language proficiency; French language will be an added advantage.

Experience

• Minimum 5 years (GCC experience) of which 3 years in a similar position.

Education

• Bachelor's degree in any specialization.

Activities

• Liaise with Demand & Planning for orders status (confirmed and insertion orders).
• Ensure timely update of VAT records & documentation related to Affiliate.
• Handle order data entry & invoicing and prepare shipping documents within or outside Letters of Credit.
• Plan, organize & coordinate export shipments for the assigned destinations/territories for timely loading & shipments.
• Coordinate with internal departments e.g., Logistics, Accounts, Purchase, Technical, and Marketing departments for customers' requirements.
• Liaise with Supply Chain & Demand Planning monthly.
• Analyse, evaluate, and operate Letters of Credit received from customers.
• Ensure all affiliate orders are placed as per forecasts and affiliate contract with TEMME.
• Liaise with banks, shipping agents, inspectors, and other 3rd party agents.
• Maintain & prepare pricelists, quotations/offers, correspondence, and records of customers in assigned destinations.
• Communicate/respond to customer inquiries/messages received by telephone and email daily.
• Support the Credit department to ensure timely collection of payments from customers of assigned destinations.
• Maintain customer database and account information.
• Housekeeping of the old orders in the system and updating the SAP SO dates (confirmation/delivery dates) as per the Affiliates KPI and Export Procedure.
• Update all reports linked to the Affiliates Operations and execute the tasks within their timeframe.

Accountabilities

• Handle face-to-face inquiries from customers.
• Ensure that the company satisfies its customers' needs.
• Build a good relationship with customers through effective communication.
• Ensure adherence to compliance processes and guidelines specific to the position's roles and responsibilities.
• Ensure shipments and requirements of customers are met & complied with to achieve sales volume targets.
• Strict adherence and compliance towards Group HSE Charter & MAESTRO requirement and affiliate's HSEQ Policy, Procedures & specific rules & regulations applicable to the area of activity at all times.
• Demonstrate exemplary conduct, rigor, vigilance, and professionalism regarding HSE in all activities.
• Take an active role (whenever required) in wider cross-organizational activities/projects.
• Ensure full adherence to the company's compliance program, its policies, and procedures including economic sanctions and export control in all professional activities.
• Promptly notify the compliance officer/economic sanctions referent of any instances of noncompliance or violations of economic sanctions or export control that comes to my attention.

Context & Environment

• High content of matrix processes, between supply chain & the customers.
• Harmonious relationship with colleagues from various departments (i.e., Logistics Department, Accounting Dept, Credit Control, Demand and Planning & Logistics) with regard to related job to be done.
• Constraints: Numerous custom regulations (in continuous evolution), political instability in the region.
• Favorable Factors: Free zone benefits and port facilities, quality of the infrastructure and communication tools.