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Customer Service Specialist Lead

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Basamh Group Full time
Job Description

The role of a Customer Service Specialist at Basamh Group involves ensuring that our B2B customers receive superior, reliable, and consistent service level. This includes 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.

Main Responsibilities:

  • Design necessary reporting to measure and track performance and service level.
  • Monitor key Service measures of assigned customers, analyze performance trend, and recommend changes to comply with targets.
  • Lead cross-functional improvement initiatives by involving the right stakeholders to drive structural improvement.
  • Prepare regular updates on performance to highlight service level and improvement opportunities.
  • 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.
  • Conduct workshops to map current service cycle with involved teams to document existing practices and identify process improvements.

Minimum Requirements:

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