Customer Service Officer

An excellent opportunity in a dynamic manufacturing environment, for a Global Oil & Gas Service company! for Customer Service Officer.

Purpose

To act as single point contact for internal orders and APC product delivery for the assigned region(s). To deliver excellent and high-standard customer service support to the organization's internal customers.

KEY ACCOUNTABILITIES & ACTIVITIES

Key Responsibilities

• To act as the main customer service focal point for assigned regions.
• To receive RFQ's from assigned regions and prepare quotations for APC Products as per the approved RFQ procedure.
• To ensure that the RFQ/Proposal log is maintained on the CS server.
• To receive purchase requests from internal customers and sales orders from external customers and acknowledge customers for their orders with a committed delivery date after liaising with material and production planning.
• To ensure delivery plans and priorities of assigned BU's are clearly transparent between BU OPS, CS and production planning.
• To communicate in a weekly basis to the internal customers the projected deliveries according to the MPS.
• Work closely with production planning, customers and other customer regions customer service representatives to set priorities and prepare a schedule that will deliver all customers needs.
• To conduct periodic reviews with BU's management at predefined intervals in which delivery plans will be reconciled against outstanding orders and any challenges addressed.
• To ensure that all dates associated with the orders of assigned BU's are accurate and updated timely in ORACLE and also according to the MPS.
• Prepare and maintain an on-time delivery (OTD) report and meet or exceed OTD target provided by management.
• Assist operations when customers are not pleased with the resolutions offered and provide alternatives and reach an equitable resolution.

Policies, Processes and Procedures

• Implement approved Supply Chain policies, processes, procedures and coordinate with subordinates.
• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices taking into account best practices, improvement of business processes, cost reduction and productivity improvement.
• Control day-to-day activities to ensure compliance with stipulated policies and procedures.

Safety, Health and Environment

• Direct compliance to all relevant safety, health and environmental management policies, procedures and controls in order to guarantee employee safety, legislative compliance and responsible environmental behaviors.
• Oversee the resolution of escalated non-compliance to policies and procedures in order to foster a safety, health and environment culture, mitigate risks, and protect APC's interests.
• Oversee the application and improvement of all relevant safety, health and environmental management related policies, procedures and controls.

QUALIFICATIONS / REQUIREMENTS

Knowledge and Experience

• Understanding of Supply Chain / Customer Service is required.
• Previous Supply Chain experience is required.
• Previous Oil and Gas downstream processes experience is preferred.
• Oracle Fusion Experience is preferred.
• Previous technical Oil and Gas industry knowledge is preferred.

Education and Certifications

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• A bachelor's degree in business administration or engineering or equivalent is required.
• Master's in business administration is preferred.