CUSTOMER SERVICE CONSULTANT

JOB TITLE: CUSTOMER SERVICE CONSULTANTDEPARTMENT:CENTRE OF EXCELLENCE: CUSTOMER SERVICEREPORTING TO:CUSTOMER SERVICE MANAGERLOCATION:EGYPTADDITIONAL INFO:PURPOSE OF POSITIONThe Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process.and confirm customers’ orders timely, for any customers within the MENA region especially Northwest Africa and for any customerbuying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize theefficiency in order intake and revenue for the given period and to match customers’ delivery time expectation and to improve orenhance our customer’s experience. He/She is also responsible to manage all outbound customs and trade issues and maintain allrelevant customers’ data.Key ResponsibilitiesFull understanding of international trade requirements especially within the Middle East and Africa regionAssessing and processing orders with factories and customersEvaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing ordersLogging of all orders and tracking details of shipments in Sales ForceCo-ordinating with factories on production lead times and ensure order readinessAttend calls with all factories to understand production issues and discuss ways to improve delivery times Ensuring an appropriate order flow with the compliance to organizational policiesCo-ordinating with the finance department to resolve invoice and pricing issuesMonitoring and evaluation of all orders and sales processes as well as provide weekly reports to all customers. Management of the communication with the sales department and customersWorking with factory and customers for inspection processes to ensure smooth shipment. Check the accuracy of the shipping documents and work pro-actively to avoid any issues during custom clearance. File all documents on respective order folders and share the same with customers, sales, AR team when necessary. Work with factory / customer on Letter of Credits and provide necessary inputs. Co-ordinating with forwarders and customers on shipments deliveriesLogging, monitoring and evaluation of all order issuesAssistance to Sales teams in obtaining required proforma documents and related information as required. DELEGATION OF AUTHORITYAs per Board-approved DOA and as necessary for functions outside the DOA. As delegated by the Managing Director, when necessary. POSITION RELATIONSHIPSInternalHead of DepartmentsKey Accounts ManagersSales ManagersFinance teamExternalFactoriesSuppliersCustomersFreight agentsMEASURES OF PERFORMANCE (INDICATORS)Leading: Customer Retention, Customer SatisfactionLagging: Revenue growth, On time response and deliveryPERSONAL QUALIFICATIONS & EXPERIENCE:Education/achievementsDegree in relevant field Equivalent ExperienceExperience/Knowledge5-year customer service experience Experience in Sales ManagementExperience in Logistics and SupplyChainExperience in International TradeKnowledge of import/export carriersand customs matters.Customer service experience in asimilar industryFurther studies to include Logistics andsupply chain.Further knowledge to includeInternational TradeExperience on Sales Force anadvantageSpecific SkillsStrong Excel dashboard and visual presentation skillsSignificant attention to detailProblem solving and decision-making skills. Strong interpersonal and communication skills (Verbal &Written)Strong teamwork attitudeStrong Excel dashboard and visual presentation skillsSignificant attention to detailProblem solving and decision-making skills. Strong interpersonal and communication skills (Verbal & Written)Strong teamwork attitudeFuel Retail industry knowledge and experienceExtensive knowledge of internal MRP processes and infrastructureFuel Retail industry knowledge and experienceExtensive knowledge of internal MRP processes and infrastructureLanguage ProficiencyEnglish - Full Professional ProficiencyArabic - Full Professional ProficiencyFrench – Full Professional ProficiencyEnglish - Full Professional ProficiencyArabic - Full Professional ProficiencyFrench – Full Professional ProficiencyPotential Skills[Runway for growth]ROLE SPECIFIC COMPETENCIES & BEHAVIOURSCompetency DescriptorsCustomer Obsessed Solicits voice of the customer and drives actions to improve customer experienceHolds others accountable for meeting customer needsAddresses gaps in the team’s ability to meet emerging customer needsContinuously improves processes to be more aligned with the customersInspiring Thinks beyond the day-to-day, taking a long-term, big-picture view of the business. Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support themLeads the team to pursue possibilities that will create sustainable valueBuild extraordinary TeamsNurtures and develops promising ideas through prototyping and experimentationChallenges others to develop breakthrough solutionsEnsures that varied perspectives are included in the process of innovationEncourages others to address challenges in new and better waysCourageous Builds energy and optimism in others in support of Our Shared PurposeCommunicates the vision of the organization in a way that others can relate to and buy intoHelps others envision a greater sense of what is possible for the organization’s futureEnsures that others understand how their efforts and contributions make a positive differenceDeliver results Builds a cohesive team that drives the goals and success of the organization. Communicates clear goals and roles to team membersBuilds a team that has the right mix of skills and leverages the strengths of individual membersCelebrates team accomplishmentsAdaptable Coaches people on how to take a stand in the face of adversity when they believe in somethingConfronts tough organizational issues and disagreementsDelivers difficult messages directlyDemonstrates the courage to say “no” when necessaryInnovative for Impact Sets high expectations and leads others to achieve results through VBSLeads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conductDrives a track record of continuous improvement and sustainabilityStrategic Leads experimentation to find the best solutionShares lessons learned from both successes and failuresCreates opportunities for self and others to try new thingsApplies the lessons from different experiences to new situationsLead with VBS Establish VBS credibility through demonstrating the ability to leading Kaizen eventsCoaches leaders on how to use VBS to address business challenges and opportunities,including selecting the appropriate tool and how to apply to generate resultsBuilds VBS expertise of the team, establishing and growing capable VBSL support andVBS Champion resources that can support the teamWilling to seek out subject matter experts in VBS in order to build capability within the organizationGilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.Vontier Corporation ViewVontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com