Customer Service Representative (Saudi national)

Element Materials Technology; Dammam; On-site; SAR 67,000 - 100,000; Full time

Job summary

Element Materials Technology is seeking an experienced Customer Service Representative (CSR). The role focuses on handling price inquiries and RFQs from customers via email or phone, with follow-ups on quotations and orders.

The CSR will also identify new sales opportunities, maintain client relationships, and support the sales process through CRM activity and accurate documentation. Ideal candidates have strong customer service skills, quoting experience, and the ability to read and interpret

Qualifications

• 3 years of customer service experience with quoting experience strongly preferred.
• Ability to read and interpret documents such as customer quotes / contracts, marketing materials, and customer testing specifications.
• Ability to write routine reports and correspondence and speak effectively before groups.

Responsibilities

• Handle straightforward price questions and RFQs by email or phone.
• Follow up on pending or issued quotations.
• Identify new sales opportunities through proactive questioning.
• Manage relationships with customers and resolve complaints.
• Provide status reports to clients and process sales invoices.
• Utilise CRM to record activities and maintain accurate contact data.
• Support pricing and lead times from standard price lists.
• Assist in developing proposals including cost estimates and terms.

Skills

Customer service

Quoting experience

Reading & interpreting documents

Communication skills

Problem solving

Math/figures calculation

Time management

Tools

Microsoft Dynamics AX

Microsoft CRM

Word

Excel

Job description

We are looking for an experienced Customer Service Representative (CSR), primarily responsible for handling straightforward price and requests for quotes (RFQ's) from our customers via email or over the phone and following up on pending or issued quotations.

The Customer Service Representative may also be involved in identifying new sales opportunities through proactive questioning to ensure maximum share of customers' testing business. The ideal candidate will be customer focused, action oriented, approachable and patience.

Responsibilities

• Primarily involved in the access and persuasion steps of the sales process; including qualifying, relationship building, needs evaluation, solution development / presentation and closing
• Proactively engage with customers using phone, email, web conferencing
• Identify current and future customer service requirements by establishing personal rapport with potential and actual customers, acting as a liaison between the customers and Element Material Technology
• Manage relationships with customers
• Focus on straightforward quotation enquiries for standard products & services
• Gain pricing and lead time from standard price lists
• Work with departments to resolve complaints
• Process sales invoices, quoting and provide status report to clients
• When applicable handle requests for information (e.g. shipping / delivery dates)
• Actively utilise Customer Relationship Management (CRM) tool to record activities, ensuring contact details are accurate, duplicates are removed, new information is added and accurate call / visit logs are entered
• Achieve sales goals by converting and penetrating accounts
• Build and maintain a working knowledge of Element Material Technology service offerings; participate in training / coaching opportunities
• Ensure compliance with all Element Materials Technology policies including but not limited to Terms and Conditions, trade compliance, treatment of others, moral code of conduct, and employee handbook
• Ensure adherence to all applicable laws pertaining to safety, environment and corporate governance

Qualifications

• 3 years of customer service experience with quoting experience strongly preferred
• Ability to read and interpret documents such as customer quotes / contracts, marketing materials, and customer testing specifications
• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization
• Ability to calculate figures and amounts such as discounts, interest, commissions and proportions and apply concepts of basic algebra and geometry.
• Ability to solve practical customer problems
• Ability to interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form
• A valid driver’s license, with an acceptable driving record under Element’s policy
• Experience in interpreting testing procedures and requirements desired
• Proficiency in Microsoft Applications (Dynamics AX and CRM, Word, Excel)
• Ability to remain calm when faced with mounting pressure related to deadlines and multiple priorities
• Well-developed oral and written communication skills to meet a variety of communication needs with strong interpersonal skills that foster open upward and downward communication built on mutual respect
• Ability to interface with clients, win new work and determine their requirements; helps develops proposals including cost estimates, work plan and terms and conditions