Customer Service Representative

Overview:

- Cover full spectrum of pre-order, order and post order services required from product planning to delivery of the product to customers and collection of outstanding dues.
- Perform complete order to cash process for Evonik customers in Egypt region.
- Demonstrate a clear understanding of order-to-cash business processes and support the CS Supervisor to make critical decisions that support both strategic plans and tactical objectives for customer service team.
- Manage relationship and services with key internal / external customers for order and returns processing.
- Implement processes, establish and monitor key performance indicators that fosters swift and efficient completion of the full pre to post order stages in Egypt region.
- Support where required on Supply chain elements, specifically customs clearance.

RESPONSIBILITIES

Customer Service/Operational:
Pre-Order:
Systems readiness
- Ensure extension in SAP on material codes, plant codes and customers.

Forecast and Planning:

- Forecasting and planning with sales, supply and sourcing partners.

Importation documentation process:

- Establishing regulatory requirements for importation and actioning any required processes to ensure regulatory compliance, including, but not limited to: ACI importation processes, product registration with government bodies.
- Perform Form 4 issuance with the bank (condition for custom release)
- Support the business on the banking requirements and forms for importation
- Coordinate the preparation of shipping documentation for the customers: Liaising with plant to receive shipping documents which meet customers clearance and import requirements for specific country.
- Dispatching shipping documents to customer
- Answering customer queries by coordination with sales and the plant.

Customer Credit status:

- Managing customer credit with Coface, and where required, ensuring extension of credit after internal consultation

Trade Compliance/Foreign Trade:

- Manage the Customer Profile(s)/End Use Certificate/Trade Restriction Covenant.

Customer Queries:

- Receive and manage specific customer queries with the relevant unit.

Order process (indent):

- Receiving customer purchase orders, sending order acknowledgement
- Creation of sales orders in SAP
- Creating internal IVPO and communication to plant for import and SO processes for domestic sales
- Follow up with plant for order confirmation, shipping schedule and update the same to the customer
- Obtain necessary approval of draft shipping documents from customer
- Clarification of all questions related with processing orders, handling changes in orders and independently carrying out all the necessary phone calls and correspondence.
- Checking contract documents and customer orders (product, specification, price, payment and delivery conditions, delivery date, and packaging) using the required processes, eg. CUPSET, Bl-specific processes..
- Initiate all governmental payments online as per custom clearance agent advise
- Updating monthly order file
- Tracking and capturing order delivery
- Invoicing customers

Post Order:
Supply Chain support:

- Liaising with forwarding agents, clearing agents, shipping lines and customers' authorities as required to facilitate importation plus warehouse plus trucking companies.

Other:

- ERP System management:

- Optimize SAP processes in MEA.
- Updating customer-related and material-related master data in SAP (conditions, product/quality data (specification and message determination), packaging data, consignees, shippers, representatives, etc.)
- Management of complaint system
- Internal Stakeholder management: Interact with colleagues from Headquarters, Sales & Marketing, and Accounts Receivables, Credit & Legal teams to follow up on credit and logistics matters.
- Support BL / BM in domestic offer (translate old CIF price into DDP in EGP after adding all importation costs)

EQUIREMENTS
- At least 3 years of work experience in customer service / order processing.
- Prior SAP experience in order-processing is a must.
- Being friendly and understanding for customer needs.
- Sound knowledge in logistics and shipping & familiar with export documentation e.g. Letter of
- Credit, Bill of Lading, Airway Bill, Export Letter of Credit orders, preparation of banking documents
- Using Trade Services online banking system etc.
- Experience in processing Middle East import shipments is preferred.
- Good team player, able to work independently and takes initiative to resolve issues.
- Willing to learn many new tasks and develop minimum technical knowledge of the product line.
- Meticulous, organized and possesses positive attitude.
- Good communication and interpersonal skills. Fluency in spoken and written English and Arabic.. French is preferred but not mandatory.
- Basic knowledge of Financing, Credit Management and Global Trade Services will be advantageous.

Your Application-
Company is

Evonik Limited Egypt