Customer Service Officer - BCI Arabia

BCI Holding SA; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

BCI Holding SA in Riyadh region is seeking a Customer Service Officer to manage customer orders, coordinate between customers and internal departments, and ensure timely delivery and satisfaction. You will process purchase orders through the ERP system, monitor fulfillment, and support cross-functional teams to resolve issues.

The ideal candidate has 3–5 years in customer service or order management in an industrial environment, strong ERP/CRM experience, Excel proficiency, and excellent

Qualifications

• Must have strong order management and ERP/CRM experience.
• Coordinate with Production, Planning, Logistics, QA, and Sales to ensure smooth order execution.
• Ensure timely delivery and high customer satisfaction through proactive follow-up and communication.
• Maintain accurate customer, order, and shipment records; generate reports as needed.

Responsibilities

• Order Management: Manage customer POs and process orders accurately and efficiently through the ERP system.
• Cross-functional Coordination: Coordinate with Production, Planning, Warehouse, Logistics, QA, Sales, and other relevant departments to ensure smooth order execution.
• Production & Delivery Follow-up: Track production progress, order fulfilment, and delivery schedules to ensure timely completion.
• Customer Communication: Communicate order confirmations, production updates, order status, delivery timelines, and shipment schedules to customers.
• Logistics Coordination: Coordinate dispatch, shipping documentation, transportation arrangements, and other logistics requirements.
• Customer Complaints & Issues: Handle customer complaints, quality issues, RMAs, replacements, credit requests, and follow up on their resolution.
• Order Fulfillment: Monitor open orders and proactively follow up on pending actions, delays, and potential delivery issues.
• KPI Monitoring: Monitor order fulfillment, delivery performance, customer service, and other relevant operational KPIs.
• Documentation & Reporting: Maintain accurate customer, order, and shipment records and prepare relevant reports when required.
• Continuous Improvement: Identify recurring customer or operational issues and support improvements in order management and customer service processes

Skills

Customer service

Order management

Cross-functional coordination

Communication

Problem solving

Attention to detail

Time management

English proficiency

Education

Bachelor’s degree in Business Administration, Supply Chain, Operations, Engineering, Chemistry

Tools

ERP/CRM systems

MS Office/Excel

Job description

We are looking for a Customer Service Officer to manage customer orders and provide effective coordination between customers and internal departments. The role will be responsible for processing customer purchase orders through the ERP system, monitoring order fulfillment, coordinating production and logistics activities, and ensuring timely delivery and customer satisfaction.

Key Responsibilities:

• Order Management: Manage customer POs and process orders accurately and efficiently through the ERP system.
• Cross-functional Coordination: Coordinate with Production, Planning, Warehouse, Logistics, QA, Sales, and other relevant departments to ensure smooth order execution.
• Production & Delivery Follow-up: Track production progress, order fulfilment, and delivery schedules to ensure timely completion.
• Customer Communication: Communicate order confirmations, production updates, order status, delivery timelines, and shipment schedules to customers.
• Logistics Coordination: Coordinate dispatch, shipping documentation, transportation arrangements, and other logistics requirements.
• Customer Complaints & Issues: Handle customer complaints, quality issues, RMAs, replacements, credit requests, and follow up on their resolution.
• Order Fulfillment: Monitor open orders and proactively follow up on pending actions, delays, and potential delivery issues.
• KPI Monitoring: Monitor order fulfillment, delivery performance, customer service, and other relevant operational KPIs.
• Documentation & Reporting: Maintain accurate customer, order, and shipment records and prepare relevant reports when required.
• Continuous Improvement: Identify recurring customer or operational issues and support improvements in order management and customer service processe

Requirements

• Bachelor’s degree in Business Administration, Supply Chain, Operations, Engineering, Chemistry, or a related field.
• 3–5 years of experience in customer service, order management, sales support, supply chain, or a related field.
• Experience in an industrial or manufacturing environment is preferred.
• Experience with ERP/CRM systems and good knowledge of MS Office, particularly Excel.
• Strong customer service, communication, and relationship management skills.
• Strong order management, coordination, follow-up, and problem-solving skills.
• Good organizational skills, attention to detail, and ability to manage multiple priorities.
• Ability to work effectively with cross-functional teams including Sales, Production, Planning, Warehouse, Logistics, and QA.
• Ability to handle customer complaints and challenging situations calmly and professionally.
• Strong customer-focused mindset with good ownership and accountability.
• Good command of English; Arabic proficiency is an advantage