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Job Description
- The purpose of the job
- Coordination between production, stores, distribution and shipping to ensure that products reach customers at agreed times, with targeted priorities and in the correct quantities
- Duties and Responsibilities
- Participates in setting goals and performance standards of customer service and after-sales services, prepares management policies and procedures, monitors their implementation on a permanent basis, and ensures that they are updated and clearly communicated to his subordinates.
- Prepares an effective system for receiving complaints and inquiries from agents and customers in different markets.
- It ensures the registration and updating of detailed agents' data, classification and directing of complaints and inquiries to the concerned parties in the company, as well as following up and ensuring their resolution.
- Monitors the performance rates regarding customer service and after sales services in accordance with the specified bases and standards,and ensures the efficiency of customer service specialists in taking the necessary corrective measures and achieving the desired results in a timely manner in order to preserve the company's reputation.
- To make sure effective coordination between the various departments of the company to resolve customer complaints.
- He also participates in the investigation of repeated customer complaints and find out their causes, and follows up on taking the necessary corrective measures towards these complaints in the appropriate time.
- Prepares periodic reports and statistics on the progress of work in the department, and submits his recommendations to develop and improve the work method to raise the efficiency of performance.
- He also submits the necessary suggestions and recommendations to make any amendments to the organizational policies and procedures in accordance with the work requirements.Receiving orders from the sales department, sorting them, identifying ready-made items and items to be produced, updating the delivery dates of orders from production to stores, updating delivery dates for orders under production
- Review warehouse reports to update lists of products ready for shipment, and send ready orders to each of the stores and logistic support to start shipping procedures Issuing reports on the status of orders periodically and whenever requested Carrying out any new work assigned to him by the head of the commercial sector and according to the work nee
Job Requirements
- 5-7 years practical experience in customer service (manufacture) in a company with similar activity
- Full proficiency of English Language
- Computer proficiency (preferably previous experience with an ERP softwar
