Customer Service Specialist

4 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Basamh Group Full time

Direct message the job poster from Basamh Group

Talent Acquisition Partner at Basamh Group

About the Company: At Basamh Group, our mission is to grow people and companies, empowering individuals and fostering collaborative relationships to achieve sustainable success. With over 75 years of experience, we have built a diverse portfolio of companies that drive innovation and deliver consumer-focused solutions. Basamh Trading Company leads in retail distribution, GoodyCo specializes in marketing and brand building, Specialized Food Services excels in HORECA distribution, and Thokoman Foods, our manufacturing company based in South Africa, ensures high-quality production. Together, these entities form a robust ecosystem dedicated to building powerful brands and services across the MEA region. Guided by our core values of true ownership, passion to grow, transparency and family spirit, we are committed to establishing long-term partnerships with our people and all those we work with. Headquartered in Jeddah, Saudi Arabia, we strive to be a leading, innovative brand builder and distributor, staying true to our purpose and values as we continue to strengthen and expand our network.

About the Role: Ensures that our B2B customers receive superior, reliable, and consistent service level. The scope covers demand management, supply & availability, customer order & delivery cycle. The goal is to have customer orders fulfilled and that our products are available consistently where and when the customer wants.

Responsibilities:

  1. Employee duties are not limited only to the below-mentioned Accountabilities; he/she may perform other duties as assigned.
  2. Design necessary reporting to measure and track performance and service level.
  3. Monitor key Service measures of assigned customers, analyze performance trend, and recommend changes to comply with targets. This includes (but not limited to) process improvements, system integration, automation, joint KPIs.
  4. Lead cross-functional improvement initiatives by involving the right stakeholders to drive structural improvement.
  5. Prepare regular updates on performance to highlight service level and improvement opportunities.
  6. Set and execute customer communication strategy, which may include email communications or meetings, to share and review performance, capture issues and align on process improvements.
  7. Conduct workshops to map current service cycle with involved teams to document existing practices and identify process improvements.
  8. Develop comprehensive understanding of the business cycle to enable root-cause based improvements.

Minimum Requirements:

  1. Bachelor in Supply Chain, MIS or OPIM
  2. 0-2 years of experience in customer service, preferably in FMCG industry or other service companies.
  3. MS Office Suite
  4. Knowledge of Dashboards

Working Environment (what we offer)

At Basamh Group, we pride ourselves on attracting talented individuals by offering dynamic and rewarding professional opportunities that inspire growth and innovation. We are deeply committed to fostering a culture of growth by enabling our people's continuous development in their personal and professional journeys. From hands-on learning experiences and access to comprehensive online resources to interactive classroom training and personalized coaching from our seasoned experts, we provide the tools and support needed to unlock potential and drive success.

Living our core value of family spirit, we cultivate a working environment where every individual feels valued, supported, and empowered to thrive. By nurturing a workplace that prioritizes well-being, inclusivity, and growth, we ensure that our employees not only contribute to our collective success but also find fulfillment and pride in being part of the Basamh Group family.

Seniority level

Entry level

Employment type

Full-time

Job function

Supply Chain

Industries

Food and Beverage Services

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