For one of our clients, an international company, we are looking for a

Customer Service Representative

Mission :

Accountable for providing efficient support to current and prospective customers, as well as giving administrative assistance to the sales and technical service functions. The incumbent handles customer enquiries, orders, manages and archives transactional records, supplies product information, both internally and externally, such as requests for merchandise, claims for lost or damaged goods, incorrect billing and unsatisfactory services rendered, etc.

The incumbent will provide full support on specific projects and / or complete reports regarding order book. He / she will work proactively to provide feedback, identify areas of improvement and business opportunities

The incumbent is responsible to maintain excellent and sustainable Business relationship with Distributors.

Responsibilities include :

• Managing Customers Orders from the purchase order receipt to its analysis, booking, monitoring, shipment tracking till delivery, invoicing, crediting and returns.
• Following up and monitoring on a day-to-day basis his or her Back-Orders and Open-order
• Handling Customers Complaints, working closely with our Quality Department and ensuring that each complaint be handled and managed in a timely manner.
• Provide any necessary export documentation for special country requirements, such as but not limited to Certificate of compliance, Export declaration, Certificate of origin.
• Manage Order release, picking, packing and deliveries with the Third Party providers (3PL) and internal Distribution & logistic teams.
• Providing proactive, highly professional, and efficient communication and support on any queries related to Company activities and liaising with any other Department the ensure request completion.
• Follow-up on Regulatory requirements and approvals with regulatory team
• Coordinate special product needs and requirements with Supply Chain Team.
• Participate in records keeping, archiving, and transactional audits
• Adheres to and follows Company policies and procedures and applies function related SOX requirements and use tools such as Agile and Oracle.
• English, French + ideally a third language (Spanish / Arabic)