Customer Service Representative

ADNOC Group; Abu Dhabi; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance customer satisfaction through efficient order management and support. In this dynamic role, you will be the key liaison between customers and various departments, ensuring smooth communication and resolution of issues. Your expertise in supply chain processes and strong interpersonal skills will be vital in maintaining relationships with key clients and contributing to the company's overall success. If you thrive in a multicultural environment and enjoy tackling challenges, this position offers a fantastic opportunity to make a significant impact.

Qualifications

• Bachelor's degree in supply chain, business, or a related field.
• Proficient in spoken and written English; basic Vietnamese preferred.

Responsibilities

• Manage customer inquiries and order processing.
• Coordinate with sales, marketing, and logistics teams.
• Resolve customer complaints and maintain databases.

Skills

Customer Service

Order Processing

Problem-Solving

Interpersonal Skills

Attention to Detail

Multicultural Communication

Education

Bachelor's degree in Supply Chain

Bachelor's degree in Business

Tools

MS Office

Job description

About the Role

Reporting to the Customer Service Manager, you are the primary point-of-contact with customers to maximize customer service efforts through prompt, efficient, and accurate order confirmation and fulfillment. You will be responsible for understanding and preparing required order documentation to contribute to the business strategy and profitability. Additionally, you will provide backup support to the sales team for issues and complaints, communicate with staff at various levels, customers, and management across local, regional, and global locations.

Other responsibilities include liaising with sales, marketing, customers, plants, regional hubs, transportation agencies, logistics providers, banks, and internal departments. You will support sales, marketing, customer service, and supply chain groups, resolve customer complaints, follow up on actions, coordinate material returns, manage credit adjustments, and maintain customer databases and service histories.

This position is based in Singapore.

Key Accountabilities

Operations

1. Manage and follow up on enquiries related to product information, proforma invoices, letters of credit, sample requests, and product availability.
2. Receive and process orders, managing the entire order-to-cash process.
3. Prepare comprehensive shipping documents.
4. Serve as the first contact in case of emergencies or complaints.
5. Manage correction processes such as goods returns and credit/debit note requests.
6. Coordinate with business units and collaborate with supply chain, finance, and credit teams.
7. Establish and maintain working relationships within Borouge.
8. Proactively identify, propose, and implement system and process improvements to enhance quality and efficiency.

Customer

• Identify customer needs, resolve immediate issues, or escalate to higher authorities when necessary.
• Maintain ongoing relationships with key customers.
• Coordinate specific tasks within the department and with other departments to ensure smooth information flow.

Interfaces

• Act as a communication bridge between customers and other departments.
• Report relevant information to supervisors as requested or per schedule.
• Compile and provide data as needed.
• Support adherence to internal policies, procedures, risk management, safety, and compliance standards.

About You

• Bachelor's degree in supply chain, business, or a related field, or equivalent.
• Proficient in spoken and written English.
• Basic proficiency in Vietnamese is preferred for customer communication.
• Knowledge of transportation modes, freight forwarding, export documentation, and regulations is preferred.
• Detail-oriented with a focus on accuracy in order processing.
• Excellent MS Office skills.
• Strong planning, problem-solving, and interpersonal skills; enjoys challenges.
• Pleasant personality, team player, customer-oriented.
• Ability to work effectively in a multicultural environment.