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Job Description
Our client, a multinational IT company, world leader in digital security, is currently seeking to recruit a Customer Service Representative for their office in Dubai (Freezone). The position will be for a period of one year (with option to be renewed) and will directly report to the Customer Service ManagerSupervisor. This position is a Contract Staffing role under Manpower.OVERALL PURPOSE OF THE JOB RESPONSIBILITIES- Develop close and confident relationship with customer to satisfy their needs. Manage communication and relation with the customer- Take total ownership on customers' orders from the Purchase Order receipt to the delivery and invoicing- Co-ordinate the order treatment with appropriate Sales, Technical Consultants, Sales Operation, Order manager or Site planning department- Is responsible for Customer Satisfaction and Service Excellence in terms of order treatment and follow-up from the Customer point of viewMain Tasks- Act as main interface for customer and salesTC during order treatment process- Manage post sales activity for all products- Validate customers' orders received from Sales or Customers, according to the client's procedure- Translate the customers' orders in client's order entry system to allow treatment from order manager- Plan the sales orders with the manufacturing complying with the customers requirements - Acknowledge the orders to the customers within 48 hours use a standard leadtime for non executable orders when standard leadtimes are available- Coordinate the customers' executables until availability for production (artwork, CI). Validate with customer and studio artworks using PDM tool- Coordinate with technical support technical information to execute an order- Relay information tofrom customers versus order manager- Follow up the sales orders until the shipment and invoicing in a proactive mode- Is in charge of the customers' complaints registration and follow up- Contribute to the short-term billing forecast exercise in volume and its achievements- Ensure order are entered into backlog in an accurate and timely matter - Is responsible for updating the ERP of any change linked to the order to insure backlog report accuracy - Liaison with Operations in terms of all aspects of business- Report to customer the agreed reports- Attend customer meeting, assists customer when visiting client's facilities- Contribute to the On-Time-Delivery performance (OTD- OTR) and the order entry cycle time- Responsible to manage Return Material Acceptance process- Ask for risk order when necessary filling risk order authorization request- Alert Sales Operation of order received is not on line with forecast in order to launch the upsides management process- Select the supitem in the sales order according to the data given by the Supply ChainRecord Management- Responsible to keep all files related to an order and to archive them according to local procedures and the corporate procedure of the clientInternalExternal Interface- Production Scheduler, StudioCheck and Print, Sales Operation, Supply, Sales, other Customer Service RepresentativesManagers, Shipping Department, Credit Management, Finance, Supply chain, Engineering- Customers, forwarders, External Control Associations (Veritas,...), Chamber of Commerce..., when applicableOther Job FeaturesVisits to customers or corporate trainings might imply travels abroad.
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