Customer service assistant

JOB TITLE:
CUSTOMER SERVICE ASSISTANT
DEPARTMENT:

CUSTOMER SERVICE

REPORTING TO:

CUSTOMER SERVICE MANAGER MEA
Location: Egypt
PURPOSE OF POSITION
The 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 customer buying RS, ATG/STP, DOMS,
ORPAK and other automation products.
The role has the objective to maximize the efficiency in order intake and
revenue for the given period and to
match customers' delivery time expectation.
He/She is also responsible to manage all outbound customs and trade issues and
maintain all relevant
customers' data.
KEY RESPONSIBILITIES
* Accepting and processing orders with factories and customers
* Evaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing orders
* Logging of all orders and tracking details of shipments in logbook
* Co-ordinating with factories on production lead times and ensure order readiness
* Have weekly calls with all factories to understand production issues and discuss ways to improve ETD
* Ensuring an appropriate order flow with the compliance to organizational policies
* Co-ordinating with the finance department to resolve invoice and pricing issues
* Monitoring 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 customers
* Working 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 LC and provide necessary inputs
* Co-ordinating with forwarders and customers on shipments deliveries
* Logging, monitoring and evaluation of all order issues
* Help sales team on PFI and following up with factories to get the same
* Help sales team on providing needed freight quote, HS codes, graphics, container information's etc. for them to prepare quotes
* Weekly team meeting to facilitate continuous improvement
* Fulfil any task that is required and in line with the business's need and strategy as instructed by the manager
t
DELEGATION OF AUTHORITY
* As per Board-approved DOA and as necessary for functions outside the DOA.
* As delegated by the Managing Director, when necessary.
POSITION RELATIONSHIPS
Internal
* Head of Departments
* KAM
* RSM
External
* Factories
* Suppliers
* Customers
MEASURES OF PERFORMANCE (INDICATORS)
Leading : Customer Retention, Customer Satisfaction
Lagging : Revenue growth, On time response and delivery

PERSONAL QUALIFICATIONS & EXPERIENCE:
Required
Education/achievements
* Degree

Preferred
Equivalent Experience
Experience/Knowledge
Required
* ‎5-year customer service experience
* Experience in sales management
* Knowledge of import/export carriers and customs matters
Preferred
* Customer service experience in a similar industry
* Further studies to include Logistics and supply chain
Specific Skills
Required
* Strong Excel dashboard and visual presentation skills
* Significant attention to detail
* Problem solving and decision making skills
* Strong interpersonal and communication skills (Verbal & Written)
* Strong teamwork attitude
* Fuel Retail industry knowledge
* Extensive knowledge of internal MRP processes and infrastructure
Preferred
* Strong Excel dashboard and visual presentation skills
* Significant attention to detail
* Problem solving and decision making skills
* Strong interpersonal and communication skills (Verbal & Written)
* Strong teamwork attitude
* Fuel Retail industry knowledge and experience
* Extensive knowledge of internal MRP processes and infrastructure

Language Proficiency

• English - Full Professional Proficiency


• Arabic - Full Professional Proficiency


• French - Full Professional Proficiency
  Preferred


• English - Full Professional Proficiency


• Arabic - Full Professional Proficiency


• French - Full Professional Proficiency

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS
Customer Driven
* Gains insight into customer needs.
* Identifies opportunities that benefit the customer.
* Builds and delivers solution that meet customer expectation.
* Establishes and maintains effective customer relationships.
Collaborative
* Works cooperatively with others across the organization to achieve shared objectives.
* Represents own interest while being fair to others and their areas.
* Partners with others to get work done.
* Credits others for their contributions and accomplishments.
* Gains trust and support of others.
Inclusive
* Seeks to understand different perspectives and cultures.
* Contributes to a work climate where differences are valued and supported.
* Applies others' diverse experiences, styles, backgrounds, and perspectives to get results.
* Is sensitive to cultural norms, expectations, and ways or communicating.
Accountable
* Follows through on commitments and makes sure others do the same.
* Acts with a clear sense of ownership.
* Takes personal responsibility for decisions, actions and failures.
* Establishes clear responsibilities and processes for monitoring work and measuring results.
* Designs feedback loops into work.
Champions VBS
* Identifies and creates the processes necessary to get work done.
* Separates and combines activities into efficient workflow.
* Seeks ways to improve processes, from small tweaks to complete reengineering.
* Is a simplifier, focused on cutting through complexity?
* Prioritizes to the critical few - focuses on what matters most.
Self-Aware
* Reflects on activities and impact on others.
* Proactively seeks feedback about shortcomings.
* Admits mistakes and gains insight from experiences.
* Knows strengths, weaknesses, opportunities, and limits.
Pioneering
* Comes up with useful ideas that are new, better, or unique.
* Introduces new ways of looking at problems.
* Can take a creative idea and put it into practice.
* Encourages diverse thinking to promote and nurture innovation.
* Anticipates and adopts innovative digital and technology applications.
Agile
* Learns quickly when facing new situations.
* Experiments to find new solutions.
* Takes on the challenge of unfamiliar tasks.
* Extracts lessons learned from failure and mistakes.
* Bounces back from setbacks and failure.
Vontier Corporation View
Vontier 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
About Us
Gilbarco 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.