Customer Service Representative

AkzoNobel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A major paints and coatings company is seeking a customer service professional to manage the order-to-cash process in Dubai. The ideal candidate will have 2-3 years of customer service experience and be fluent in Arabic and English. Responsibilities include overseeing team activities and ensuring high levels of customer satisfaction. This role demands strong communication and multitasking abilities. Attractive benefits and a dynamic work environment await the right candidate.

Qualifications

• Must be fluent in Arabic and English.
• 2-3 years of customer service experience required.
• Able to work well under pressure.

Responsibilities

• Manage end-to-end order to cash process.
• Supervise day-to-day team activities.
• Act as first contact for customer queries and complaints.

Skills

Customer service

Communication skills

Multitasking

Negotiation

Education

University degree or equivalent

Tools

SAP

ERP systems

MS Office

Job description

About AkzoNobel

Since , we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together.

Akzo Nobel N.V. All rights reserved.

Job Purpose

Delivering high level of service to customers by managing end to end order to cash process with high level of communication with all internal and external parties in the Middle East Region.

Key Accountabilities

• Managing essential day-to-day duties for the team and supervising team activities across Middle East & African countries for Powder & ASC Coatings business.
• Supporting the growth of the Wood Business in Oman and working with local cos based in Oman to ensure Complete Customer Satisfaction.
• Collaborating closely with Supply / Sales / Demand and Logistic, and serving as the initial point of contact for any issues for protective team
• To Manage and review task like OTIF, SLOB, and Back Orders
• To manage order receipt efficiently, prioritising timely order processing and good customer interactions and relationships
• Manages the order-to-cash process with excellence in order processing.
• Registers and processes customer orders in the ERP system received via, electronic mail, and phone or through other contact with the customer.
• Ensures order processing is handled correct and in full and is transferred to the transporters (logistics).
• Raises issues in delivery, documentation and / or invoices process with Supervisor.
• Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
• Obtains adequate customer and product knowledge to find solutions for customer needs (e.g., additional and / or alternative products).
• Makes proposals for improvements on work processes.
• Completes registering / filing / archiving of customer service-related documentation.
• Assures cooperation between customer service and field force regarding administration of customers’ orders. Closely cooperates with the Planning, Logistics functions to maintain consistency in approach towards customer service in the organization.
• Adheres to all applicable corporate as well as site policies / procedures with regard to personal conduct / HS&E standards and acts in compliance with all regulations.

Requirements

Education

University graduate or equivalent.

This role requires written and spoken skills in Arabic and English languages.

Management and General skills

Must be able to work well under pressure and adhere to strict deadlines, be able to multitask, and have good interpersonal and communication skills. Must be able to work well in a team environment

MS Office (Excel / Word / PowerPoint)

Good customer service and negotiation skills. Able to manage time and prioritize activities effectively. Must be able to execute tasks quickly and efficiently

Functional skills

Knowledge of ERP systems and Order to cash processes in a Business-to-Business environment

Sound understanding of other functional areas : sales, supply chain, marketing, and logistics

Experience

2-3 years customer service experience required

SAP experience is a distinct advantage

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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