Customer Service Consultant

2 days ago

مصر, Egypt Gilbarco Full time

**JOB TITLE**: CUSTOMER SERVICE CONSULTANT

**DEPARTMENT**: CENTRE OF EXCELLENCE: CUSTOMER SERVICE

**REPORTING TO**: CUSTOMER SERVICE MANAGER

**LOCATION**: EGYPT

**ADDITIONAL INFO**:
**PURPOSE OF POSITION**

The Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process.and confirm customers’ orders timely, for any customers within the MENA region especially Northwest Africa and for any customer buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize the efficiency in order intake and revenue for the given period and to match customers’ delivery time expectation and to improve or enhance our customer’s experience. He/She is also responsible to manage all outbound customs and trade issues and maintain all relevant customers’ data.

**KEY RESPONSIBILITIES**
- Full understanding of international trade requirements especially within the Middle East and Africa region
- Assessing and processing orders with factories and customers
- Evaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing orders
- Logging of all orders and tracking details of shipments in Sales Force
- Co-ordinating with factories on production lead times and ensure order readiness
- Attend calls with all factories to understand production issues and discuss ways to improve delivery times
- Ensuring an appropriate order flow with the compliance to organizational policies
- Co-ordinating with the finance department to resolve invoice and pricing issues
- Monitoring and evaluation of all orders and sales processes as well as provide weekly reports to all customers.
- Management of the communication with the sales department and customers
- Working with factory and customers for inspection processes to ensure smooth shipment.
- Check the accuracy of the shipping documents and work pro-actively to avoid any issues during custom clearance.
- File all documents on respective order folders and share the same with customers, sales, AR team when necessary.
- Work with factory / customer on Letter of Credits and provide necessary inputs.
- Co-ordinating with forwarders and customers on shipments deliveries
- Logging, monitoring and evaluation of all order issues
- Assistance to Sales teams in obtaining required proforma documents and related information as required.

**DELEGATION OF AUTHORITY**
- As per Board-approved DOA and as necessary for functions outside the DOA.
- As delegated by the Managing Director, when necessary.

**POSITION RELATIONSHIPS**

**Internal**
- Head of Departments
- Key Accounts Managers
- Sales Managers
- Finance team

**External**
- Factories
- Suppliers
- Customers
- Freight agents

**MEASURES OF PERFORMANCE (INDICATORS)**

**Leading**:Customer Retention, Customer Satisfaction

**Lagging**:Revenue growth, On time response and delivery

**PERSONAL QUALIFICATIONS & EXPERIENCE**:
**Education/**achievements**
- Degree in relevant field Equivalent Experience

Experience/Knowledge
- 5-year customer service experience
- Experience in Sales Management
- Experience in Logistics and Supply Chain
- Experience in International Trade
- Knowledge of import/export carriers and customs matters.
- Customer service experience in a similar industry
- Further studies to include Logistics and supply chain.
- Further knowledge to include International Trade
- Experience on Sales Force an advantage

**Specific Skills**
- Strong Excel dashboard and visual presentation skills
- Significant attention to detail
- Problem solving and decision-making skills.
- Strong interpersonal and communication skills (Verbal &Written)
- Strong teamwork attitude
- Strong Excel dashboard and visual presentation skills
- Significant attention to detail
- Problem solving and decision-making skills.
- Strong interpersonal and communication skills (Verbal & Written)
- Strong teamwork attitude
- Fuel Retail industry knowledge and experience
- Extensive knowledge of internal MRP processes and infrastructure
- Fuel Retail industry knowledge and experience
- Extensive knowledge of internal MRP processes and infrastructure

**Language **Proficiency**
- English - Full Professional Proficiency
- Arabic - Full Professional Proficiency
- French - Full Professional Proficiency
- English - Full Professional Proficiency
- Arabic - Full Professional Proficiency
- French - Full Professional Proficiency

**Potential Skills**

[Runway for growth]

**ROLE SPECIFIC COMPETENCIES & BEHAVIOURS**

**Competency Descriptors**

**Customer Obsessed**
- Solicits voice of the customer and drives actions to improve customer experience
- Holds others accountable for meeting customer needs
- Addresses gaps in the team’s ability to meet emerging customer needs
- Continuously improves processes to be more aligned with the customers

**Inspiring**
- Thinks beyond the day-to-day, taking a long-term, big-picture vi

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