Customer Service Representative

Date: Oct ‎6, ‎2023
Location: Giza, EG
Company: AkzoNobel
We supply the sustainable and innovative paints and coatings that our
customers, communities - and the environment - are increasingly relying on.
Our world class portfolio of brands - including Dulux, International, Sikkens
and Interpon - is trusted by customers around the globe. We're active in more
than ‎150 countries and have set our sights on becoming the global industry
leader. It's what you'd expect from a pioneering paints company that's
committed to science-based targets and is taking genuine action to address
globally relevant challenges and protect future generations.
For more information please visit www.akzonobel.com.
(C) ‎2023 Akzo Nobel N.V. All rights reserved.

Job Purpose

• Provides order-to-cash service support to the organization by verifying the accuracy of order information and processing orders in a timely manner to ensure products reach customers on time and in full.


• Has an interactive discussion with customers to understand their requirements and fulfilling their needs.


• Executes any process changes and/or corrective action identified by key stakeholders to ensure an excellent standard of service and a high level of customer satisfaction are maintained.


• Records customer complaints and responds in accordance with guidelines from supervisor.

Key Accountabilities

‎1. Customer Order Service Administration:
* Receive process and follow up orders. Confirm orders in writing.
* Review Outstanding Order Report for pending orders and ensure OTIF is met for all orders.
* Agree on delivery dates, documentation, transport and packaging matters with customers.
* Send product information to customers (product data, material safety data).
* Work with the organization's other regional offices to resolve problems, facilitate solutions and enhance customer service experience.
* Ensure timely invoicing to customers. Invoices should be sent to customers as soon as proof of delivery has been established or as per agreed incoterms.
* Extremely close communication with other regional customer service teams to ensure orders are fulfilled as per agreed timelines
* Prepare the lab requests to R&D for sample request from clients. Follow-up on their processing.
* Divert customer complaints to Technical Support and arranges products returns from customers
* Administrate and file customer complaints.
* Archiving of all COS related documentation in a proper and timely manner.
* Ensures customer orders comply with any defined local authority matrices.
* Ensure correct order maintenance for OTIF reporting.
* Ensure all customers & orders documentation is properly filed and desks are clear of any unnecessary paperwork.

‎2. Connect with warehouse & logistics team:
* Extremely close communication with regional as well as local production as well as planning teams to ensure strict timelines are met.
* Serve as communication link between external customers and internal local and regional stakeholders.
* Prepare picking lists for dispatches and liaise with warehouse staff.
* Prepare daily dispatch requests for the warehouse / logistics team.
* Ensure that delivery dates, transport and packaging matters are agreed with customers

‎3. Invoicing & OWC management:
* Create and verify invoices, debit/credit notes, and rebate agreements (where relevant).
* Improve OWC in cooperation with Sales Manager, Credit Control and customers.
* Ensure correct date maintenance for orders to improve OWC. Special emphasis on bulk orders.
* Ensure minimum numbers of orders are processed which require manual input of prices into system..
* Ensure timely invoicing in system basis to ensure no pending invoices

‎4. Customer Communication & Sales related activities:
* Answers customer inquiries/communications as required.
* Ensure that all orders are processed on time with order acknowledgements sent to customers
* Serve as communication link between external customers and internal stakeholders
* Write internal and external correspondence according to instructions of the COS Manager and Sales Manager
* Contribute as a checker function to ensure quotations and customers contracts comply with any locally defined authority matrices

Experience

Education
* Bachelor degree in relevant discipline.
* This role requires an individual who is fluent in written and spoken English who is numerate , able to manage complex data, operationally and service focused, has good ERP experience (preferably SAP), and is a good communicator.

Management and General skills
* Must be able to work well under pressure and adhere to strict deadlines, be able to multitask, and have good interpersonal and communication skills. Must be able to work well in a team environment.
* Good MS Office (Excel / Word / PowerPoint).
* Good customer service and negotiation skills.
* Able to manage time and prioritize activities effectively. Must be able to execute tasks quickly and efficiently.

Functional skills
* Knowledge of ERP systems and Order to cash processes in a business to business environment.
* Sound understanding of other functional areas: sales, supply chain, marketing and logistics.

Experience
* At least ‎2-‎3 years progressive customer service experience required, with strong ERP experience (preferably SAP)
At AkzoNobel we are highly committed to ensuring an inclusive and respectful
workplace where all employees can be their best self. We strive to embrace
diversity in a context of tolerance. Our talent acquisition process plays an
integral part in this journey, as setting the foundations for a diverse
environment. For this reason we train and educate on the implications of our
Unconscious Bias in order for our TA and hiring managers to be mindful of them
and take corrective actions when applicable. In our organization, all
qualified applicants receive consideration for employment without regard to
race, color, religion, sex, sexual orientation, gender identity, national
origin, age or disability.
Requisition ID: ‎32774