Customer Service and Order Handling Manager

2 weeks ago

Medina, Al Madīnah al Munawwarah, Saudi Arabia Jotun Group Full time

SUMMARY OF THE ROLE


Lead and manage the Customer Service function to ensure orders and invoices are dealt with in a timely, accurate and efficient manner, liaise with and support internal and external stakeholders, enabling the company to meet its targets on customer satisfaction, service and quality.

This position is based at Yanbu & will report to the Supply Chain Manager.

Responsibilities:

  • Lead the Customer Service department in line with Leadership Expectations and tools to develop, coach, and guide its members to ensure a workforce that is competent, engaged, and enabled to meet Jotun's current and future needs.
  • Manage customer service function activities to ensure high performance to reach or exceed customer expectations by setting standard procedures and the professional approach of CSD members.
  • Oversee all aspects of the customer service function to troubleshoot processes and procedures and make improvements in customer service quality. Coordinate with team members to ensure the standard of order processing is maintained.
  • Set and monitor customer service targets/KPIs and monitor the performance of the team to ensure that these targets are achieved.
  • Design and continuously review the structure for customer service workload to ensure efficiency, meet changing needs and maintain a high level of performance by training, coaching, and monitoring staff to ensure good customer relations, responsiveness, and high levels of customer satisfaction.
  • Liaise with sales teams, supply chain, and another relevant stakeholders to ensure that customer expectations are met and that any issues are resolved in a timely and efficient manner through effective teamwork and good communication.
  • To providing training on customer service issues, Monitoring and evaluation of all order issues. Ensuring an appropriate order flow with the compliance to organizational policies
  • Process export orders and the respective shipping processes with prioritization of different shipments as well as Managing customer order activity through the order fulfillment cycle.
  • Responds to customer inquiries by researching status for shipments, past dues and expedites.

Qualifications:

  • Any Bachelor's / Master's degree.
  • Minimum 68 years of relevant experience in leading customer service & sales order handling function.
  • Fluency in English (Verbal & Written)

Location:
Yanbu, Saudi Arabia.

WHAT WE ARE LOOKING FOR AND WHAT WE OFFER

We look for:

  • Acts on own initiative, makes things happen and accepts responsibility for the results.
  • Cooperates well with others; shares knowledge, experience and information; supports others in the pursuit of team goals.
  • Communicates in a clear, precise and structured way; speaks with authority and conviction; presents effectively.
  • Demonstrates specialist knowledge and expertise in own area; participates in continuous professional development.
  • Understands the organization's informal rules and structures and utilizes political processes effectively to get things done
  • Provides team with a clear sense of direction, inspires and coordinates others and keeps them focused on objectives.

We offer:

  • Opportunities for professional and personal development
  • An international Corporate culture founded on our four values; Care, Respect, Loyalty and Boldness.
  • A friendly and supportive working environment
  • A professional working environment that focuses on continuous improvement and innovation

POSITION INFORMATION

Company:
Jotun Saudia Co. Ltd.

Contract Type:
Regular

Time Type:
Full time

CLOSING DATE ):

WHO WE ARE


Jotun's story in the MEIA region (Middle East, India and Africa) began in 1962, and has grown to include 18 legal entities committed to achieving success and growth of the Jotun Group.

Throughout our history, we have focused on providing our employees with meaningful and challenging work, rewarding them through continued learning and development, underpinned by our values of Loyalty, Care, Respect and Boldness.

Jotun Saudia Co. Ltd., established in 1984, is one of the key markets within the MEIA region.

With 2 production facilities, 5 warehouses and more than 450 employees, we aim to further strengthen Jotun's position in Saudi Arabia through ambitious market growth plans that focus on innovation, efficiency and profitability.

Visit our

Career Page

to know more about life at Jotun.

Jotun's company culture welcomes and values differences in people.

Our more than 10,200 employees on all continents represent 90 nationalities, four generations and diversity of professions, gender, abilities, ethnicities, beliefs, cultures etc.

We are committed to represent the societies we operate in, promoting equality, equity and zero-tolerance for discrimination.

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