Representative VIII, Customer Service Job

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 for a Customer Service Representative, based in KSA who will report directly to the Customer Service Head – Sales and Marketing.

Summary:

We are seeking a motivated Customer Service Representative who will establish and maintain relationships with customers, handle customer queries and orders, monitor order fulfilment and logistics, and maintain clean communications and customer satisfaction.

In this role, you will be responsible for:

• Open and maintain customer accounts by recording account information and keeping records of customer interactions.
• Handling customer inquiries.
• Providing feedback to customers regarding existing/new orders, shipment, documentation, etc.
• Preparing quotations/Proforma Invoices.
• Preparing Sales order confirmations.
• Identifying and assessing customers’ needs to achieve satisfaction.
• Ensuring timely delivery in coordination with the planning and supply chain department.
• Preparing shipping documents/bank documents.
• Handling & issuing customer complaints in compliance with the customer complaint handling procedure.
• Following the procedure and arranging the lifting back of rejected materials from customers.
• Preparing debit/credit notes.
• Regular interaction with Accounts to maintain credit exposure and providing support to keep overdues under control.
• Issuing system-generated invoices for respective buyers.
• Preparing manual documents i.e. invoices, TCN, etc.
• Preparing product or service reports by collecting and analyzing customer information.
• Contributing to team effort by accomplishing related results as needed.
• Preparing and sending samples as requested by customers.
• Entering various data into the SAP system, including revised customer data.
• Performing duties of other Customer Service Representatives as needed in their absence.
• Performing other duties as assigned.
• Ensuring customer satisfaction resulting in account retention and regular orders.

Minimum Qualification and Experience:

• Bachelor’s degree in marketing/business administration.
• 3-5 years of working experience.
• Proficient in using SAP/ERP systems, MS Excel/Word/PowerPoint.
• 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.).
• Expert knowledge in MS Office applications (Word, Excel, PowerPoint, Outlook, etc.).