Customer Service Representative

ADNOC Group; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading organization in the petrochemical sector is seeking a Customer Service Representative to manage customer orders, resolve issues, and enhance customer relationships. The successful candidate should hold a degree in Business Administration or related field, have 3-7 years of experience in customer service, and possess strong communication skills. This role is essential for ensuring customer satisfaction and operational excellence in fulfilling orders.

Qualifications

• 3-7 years of experience in a customer service environment.
• Basic knowledge of the petrochemical industry preferred.
• Strong spoken and written communication skills in English.

Responsibilities

• Act as the single point of contact for customers’ order management.
• Support resolution of customer complaints in a timely manner.
• Manage sales orders from receipt to execution.

Skills

Customer orientation

Communication skills

Problem-solving skills

Attention to detail

Organizational skills

Education

University degree in Business Administration or Supply Chain Management

Tools

SAP

Office software

Job description

Job Purpose

The jobholder is primary point-of-contact with Borouge external customers and internal stakeholders to maximize customer service efforts through prompt, efficient and accurate order confirmation and fulfilment, knowledge and understanding and preparation of required order and documentation to contribute to the business and functional strategy and profitability. It also involves coordinating returns and handling complaints with customers and resolving it on a timely basis to retain customers. This role demands a high level of attention to detail and accuracy, timely reporting and good organizational skills in order to ensure excellent customer service and high level of customer satisfaction.

Key Accountabilities

Customer Relationship Management

• Acting as single point of contact for customers’ order management and other order-related activities.
• Identify, receive and/or coordinate customers’ feedback and elevate to relevant internal and external stakeholders when required.
• Maintain an ongoing relationship with customers thereby promoting a long‑term relationship between customer and Borouge.
• Collaborate with internal stakeholders to manage communications of outstanding accounts receivables to customers thereby supporting the resolution of financial and credit-related issues.
• For customers’ complaints/claims, support provision of timely information to higher‑level management and Quality Management Team and expedite resolution to improve customers’ retention and satisfaction.
• Proactively identify, propose and implement improvements to systems and processes to contribute to customer service excellence.

Sales Order Handling

• Receive new purchase orders directly from customers and/or Borouge sales team, and initiate the order‑to‑cash process.
• Manage and follow‑up enquiries (general product information, proforma invoice/letter of credit, sample requests, product availability, etc.).

Shipment Tracking & Support

• Manage material availability and operational allocations among the sales team to ensure prompt execution of order entry in SAP.
• Coordinate and communicate with supply chain and other functions (shipping lines, LSPs and banks) to meet order‑to‑cash process requirements and ensure on‑time delivery to customers.
• Prepare manual Arabic/English and Certificate of Origin from Ministry of Economy or Chamber of Commerce.
• Follow up and notify customers on deviations in order or delivery related activities.

Collection Process

• Manage order management in accordance with the different payment terms (for example, validation of LC, working with finance department to ensure prompt cash advance receipt, etc.).
• Execute prompt and accurate invoicing to ensure timely distribution of shipping documents and accounts receivables from customers.
• Accounts receivable collection.
• Filing and record management for both soft copies and hard copies on SAP and customer records archive, in accordance with policy, country and legal requirements.

Qualifications, Experience, Knowledge & Skills

Minimum Qualification

• University degree in Business Administration, Supply Chain Management, Management/Business Disciplines, or equivalent qualifications.
• Sound knowledge of ERP preferably SAP and standard office software.
• Basic knowledge of supply chain function is preferred.
• Strong spoken and written communication skills in English and local language.

Minimum Experience & Knowledge & Skills

• Minimum 3‑7 years of experience in a customer service environment.
• Basic knowledge of petrochemical industry is preferred.
• Basic knowledge and understanding of different transportation modes, freight forwarding industry, export documentation, government regulations and export controls requirements are preferred.
• Advanced level of customer orientation, good communication and problem‑solving skills, ability to report and document findings, high level of detailed orientation, flexibility, initiative, team player and cultural awareness of the countries served.