Customer Service Manager

Jotun 's story in the Middle East, India and Africa (MEIA) region began in
‎1962, and has grown to include ‎18 legal entities committed to achieving
success and growth of the Jotun Group. Throughout our history, we have focused
on providing our employees with meaningful and challenging work, rewarding
them through continued learning and development, underpinned by our values of
Care, Loyalty, Respect and Boldness.
Jotun Saudia Co. Ltd., established in ‎1984, is one of the key markets within
the MEIA region. With ‎2 production facilities, ‎5 warehouses and more than ‎450
employees, we aim to further strengthen Jotun 's position in Saudi Arabia
through ambitious market growth plans that focus on innovation, efficiency and
profitability.

Lead and manage the Customer Service function to ensure orders and invoices
are dealt with in a timely, accurate and efficient manner, liaise with and
support internal and external stakeholders, enabling the company to meet its
targets on customer satisfaction, service and quality.
JOB DESCRIPTION
Responsibilities:

• Lead the Customer Service department in line with Leadership Expectations and tools to develop, coach and guide its members to ensure a workforce which is competent, engaged and enabled to meet Jotun's current and future needs


• Manage customer service function activities to ensure high performance to reach or exceed customer expectations by setting standard procedures and professional approach of CSD members.


• Oversee all aspects of the customer service function to troubleshoot processes and procedures and make improvements of customer service quality. Coordinate with team member to ensure the standard of order processing is maintained.


• Set and monitor customer service targets/KPIs and monitor the performance of the team to ensure that these targets are achieved.


• Provide training on handling of sensitive customer service issues, and resolve such issues when necessary


• Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure and in line with local and group regulations and procedure


• Design and continuously review the structure for customer service workload to ensure efficiency, meet changing needs and maintain a high level of performance by training, coaching and monitoring staff to ensure good customer relations, responsiveness and high levels of customer satisfaction


• Analyse customer complaints and resolved problems to ensure that all learning points are shared with relevant stakeholders in the organisation and corrective action taken to avoid repetition in the future


• Liaise with sales teams, supply chain and other relevant stakeholder to ensure that customer expectations are met and that any issues are resolved in a timely and efficient manner through effective teamwork and good communication.
  QUALIFICATIONS
  Education:
  Bachelor
  Language:
  Arabic, English
  Work Experience:
  PF Customer Service
  Other qualifications (certificates, skills etc.):
  Customer Service Management, Enterprise Resource Planning (ERP), Microsoft
  Applications, Microsoft Power BI, People Leadership, People Management,
  Strategic Planning
  PERSONAL QUALITIES AND WHAT WE OFFER
  POSITION INFORMATION
  Company:
  Jotun Saudia Co. Ltd.
  Scope Of Work:
  Local

Contract Type:
Regular
CLOSING DATE (dd.mm.yyyy)
‎29.11.‎2022

CONTACT RECRUITER:

AlFarsi, Renad (ريناد الفارسي), Talent Acquisition Executive,
[email protected]