Customer Service Team Coordinator

Date: Jul ‎5, ‎2023
Location: Dubai, AE
Company: AkzoNobel
We've been pioneering a world of possibilities to bring surfaces to life for
well over ‎200 years. As experts in making coatings, there's a good chance
you're only ever a few meters away from one of our products. 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 the most sustainable paints company, which has been
inventing the future for more than two centuries.

Job Purpose

Supports and assures the Customer Service Team 's highly professional
interactions with customers associated with their order processing, complaint
registration, general management and information requirements. 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.

Key Accountabilities

• To manage order receipt efficiently, prioritizing timely order processing and good customer interactions and relationships


• Manages the order-to-cash process with excellence in order processing


• Registers and processes customer orders in the ERP system received via, electronic mail, and phone or through other contact with the customer


• Ensures order processing is handled correct and in full, and is transferred to the transporters (logistics)


• Raises issues in delivery, documentation and/or invoices process with Supervisor


• Acts as first level contact with customer for answers to questions and in attempting to resolve complaints


• Obtains adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products)


• Makes proposals for improvements on work processes


• Completes registering / filing / archiving of customer service-related documentation


• Assures cooperation between customer service and field force regarding administration of customers' orders. Closely cooperates with the Planning, Logistics functions to maintain consistency in approach towards customer service in the organization


• Adheres to all applicable corporate as well as site policies/procedures with regard to personal conduct/HS&E standards and acts in compliance with all regulations


• Knowledge of Import/Export and documentation processes for countries in the Middle East & Africa


• Resolve supply issues in coordination with the company's overseas supply associates and local Planning & Logistics functions


• Visits to customers to better understand their expectations and device means, within the capability of the company, to address their expectations

Experience

• University graduate or equivalent.


• Relevant experience in B2B customer services


• This role requires an individual who is fluent in written and spoken English, who is numerate, able to manage complex data, is service focused, has good ERP experience, and is a good communicator


• Must be 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


• Proficient in 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


• 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


• SAP experience is a distinct advantage
  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: ‎32262