Customer Services Representative

Customer Services Representative
Our Company
Tokyo-based Bridgestone Corporation is the world's largest manufacturer of
tires and other rubber products. We employ over ‎140,000 people around the
world, operate ‎3 technical centers and ‎178 manufacturing plants and sell
products in more than ‎150 countries. " Serving Society with Superior
Quality" has been our mission since Shojiro Ishibashi founded Bridgestone in
‎1931 and we look for individuals who share our passion to fulfill this
mission.

Role Summary
The Customer Services Representative is a mid-level role, working in the
customer service team. This is a regional role, based in Dubai and reporting
directly to the Customer Services Manager. The scope of the role covers
Bridgestone entities in KSA, Egypt, Jordan and Morocco.
The Customer Services Representative is the key account manager in charge of
managing orders, monitoring execution and treating customer's requests to meet
service commitment and improve customer satisfaction, in line with the
Bridgestone Group core values.
The scope of the role is The role of the individual is to partner with all
concerned stakeholders to ensure a seamless order to cash cycle for a specific
region to maximize sales and order fulfillment. You are required to build and
manage business relationships through owning the needs of the customers and
suppliers by providing prompt and accurate service
Share recurring problems with the relevant stakeholders in order to find
solutions and contribute to continuous improvement to enhance work methods and
customer satisfaction.

Main responsibilities
* Order to delivery
* Communicate and coordinate with partner departments to fulfil customer needs by understanding and sharing order sheets from branches.
* Responsible for accurate and efficient collection and processing of orders in SAP.
* Responsible for liaising with relevant partners to ensure on-time deliveries and service commitment.
* Provide best in class service in line with Bridgestone's brand promise
* Maximize sales / shipments
* Lead the order meeting
* Responsible for the customer order book, ensuring timely delivery and settlement of payments.
* Monitor and review movements of shipments to ensure availability.
* Estimate loading dates and transit times and communicate effectively with internal and external stakeholders.
* Follow up on payments and provide PFI for LC markets.
* Responsible for ensuring all documentation related to shipping / customs clearance are completed accurately and in line with regulations.
* Claims management
* Responsible for the capture and analysis of customer requests and claims, and issue resolution.
* Main point of contact for the customer, ensuring timely follow up and conclusion of issues.
* Perform basic root cause analysis and implement corrective actions to eliminate reoccurrences.
* Cross functional collaboration
* Develop and manage excellent working relationships with key stakeholders; for example, sales, technical and pricing team.
* Proactively alert customer in case of any event, delay or failure regarding the service commitment and engage in the search with key stakeholders.
* Work closely with the credit team to monitor and control credit limits and ensure they are consistent with financial capacities of each customer.
* Policy & Process Development
* Responsible for developing & implementing our MEA order management policy.
* Consider improvements and modifications around data analysis and lead the implementation of improvements.
* Process improvement: How we work, system management. Remove waste and improve efficiency.
* Customer Satisfaction
* Continuous product knowledge updates to ensure the latest product development.

Requirements for the role (this is what we need a candidate to have/be to
be successful)
* Candidates will be required to demonstrate and role model the following Bridgestone Values:
* Agility - to work in a matrix, complex and fast paced environment.
* Courage - to share ideas, challenge the status quo.
* Ownership - to see the bigger picture and take ownership by thinking and acting beyond the role (self-starter).
* Bachelors' degree in a relevant field
* ‎5 years' of relevant experience.
* Experience of fast paced, matrix & multinational environment.
* Experience of working with KSA, Egypt, Jordan or Morocco a benefit.
* Strategic problem solver.
* Good conflict resolution skills.
* Effective team player.
* Results Orientated.
* Excellent written and verbal English essential, French and Arabic a benefit.
* Good knowledge of MS suite and ERP systems.

Disclaimer
Diversity and inclusion are a central part of Bridgestone EMEA 's values at
the highest level. This is key for our people to show a passion for excellence
for improving society connected to the world in which we live. Our commitment
to diversity, is linked to our founders mission of 'Serving Society with
Superior Quality', which is essential in shaping and creating the
organisation, serving all people, respectfully, connected to our business. We
recognise that everyone is different and that attracting, developing and
retaining our employees will create a sustainable working environment which is
essential to our success.