Sr. Customer Service Representative

One of our clients is an American manufacturer and distributor of automotive oil, additives, and lubricants, considered to be a leading worldwide marketer & supplier of premium automotive services looking for a Sr. Customer Service Representative (Supply Chain & Logistics).
- Bachelor Degree Holder (English Section)
- Minimum of 4 years of experience working in Customer service (client-facing roles), Supply Chain and Logistics for Products/Daily.
- Excellent English and Arabic skills with a clear accent serving customers in UAE, KSA, Jordan, and Egypt.
- Strong knowledge of SAP or other ERP Systems is a great advantage.
- Able to work remotely, individually with a supervisor level and flexible with covering different time zones.
- Work closely with different departments similar to but not limited to logistics, and sales teams - based in Dubai and South Africa.

Key Responsibilities:

- Manage customer relationship in dedicated EMEA countries and in customers local language by doing sales orders intake, verification of material availability and agreement with customer on possible material shipment dates, monitoring shipments and provide support on export activities.
- Work closely with sales team and customers to provide feedback and turnaround orders.
- Collaborate with supply chain partners and third-party transportation partners to determine the most effective way to execute order fulfillment to the customer
- Coordinate order execution with Logistics, Plants / Warehouses, Transportation Partners (Freight Forwarders, Carriers, and Steamship Lines) Third Party Vendors and Finance & Credit Control.
- Completing foreign trade data requirements, generating export documents in SAP.
- Manage changes in sales orders on daily bases according to availability info and assign a proper change reason code when applicable in SAP.
- Investigate reasons for order changes and to communicate root cause analysis (RCA) to all parties.
- Verify product pricing in received sales orders, in case of discrepancy with defined products prices inform the business and take corrective actions.
- Following request from Business of special price upload together with pricing team for fast and accurate upload.
- Support clients in case of complaints. Enter each complaint into Service Cloud on the same working day, liaise with customer and relevant departments to ensure feedback and solution to the customer is accurate and in line of expectation. Monitoring Service Cloud customer complaint cases and push for fast resolution.
- Issuing Credit, Debit, Invoice correction and Return documents related to the case closure.
- Daily check for incomplete sales orders, orders with planned loading dates in past, orders on credit hold or billing blocks to manage accordingly by communicating to finance, regional business managers and other relevant departments and customers.
- Report to the management open sales orders vs available inventory, LIFER, OTIF, complain overview and other reports based on company requests.
- Requesting through WIN Shuttle opening of new Sold to-Ship to
- Manage CPI - Add new products correctly and timely. Actively encourage other departments to ensure materials are priced and through workflow in time for order placement.
- Creation of Credit notes based on Sales support to customer. Alignment with other departments related to material availability, customer complaints, pricing, sales support.

**Benefits**:

- Attractive Salary/Attractive package
- Medical and Social Insurance
- Remote work, complying with various time zones
- Unlimited leaves

**Salary**: From E£1.00 per month