Lead Specialist, Technical Customer Support

3 أكتوبر، 2022

0 3 2 دقائق

الوصف الوظيفي

1. JOB DETAILS:

Position Title & Grade: Lead Specialist Technical Customer Support

Reports to: Manager, Customer Service

2. OVERALL JOB PURPOSE:

Represent & secure customer needs & requirements within Ma’aden, and follow up customers’ requests and desire to achieve the optimum customer satisfaction level within the overall Maaden Customer Service Strategy. And distributing, prioritizing customers demand with the objective of capitalizing on Ma’aden assets and capabilities in a timely, accurate and cost effective manner, preserving product quality & maintain relationship with customers.

4. KEY ACCOUNTABILITIES:

Order Processing

Understanding customer requirements, setting up new customer accounts, issuing sales orders based on monthly allocated quantities and port declaration.
Record, update and maintain monthly sales order file.

Customer Account

Updating LME price in the system, preparing Non-inventory and rebill to adjust the price in the system in order to issue Credit Note or Debit Note.
Keep track of customer payments. Maintain customer account balance.

Customer Complaint

Obtain and evaluate all relevant information with regard to product and service related complaints. Handle and resolve customer complaints in coordination with logistic/technical departments.

Customer Relationship

Deal directly with customers either by telephone, electronically or face to face. Respond promptly to customer enquiries. Update customer with status of customer complaints.
Provide shipping schedule. Provide copy of shipping documents to arrange payment. Arrange to send original shipping documents once payment is settled.

Reporting

Provide monthly sales forecast to higher management. Provide details of issued orders in the system. Provide pending order details.

Performance indexing

Participates in developing performance indexes to improve and optimize the utilization of products & inventory , as well as establishing policy and guidelines pertaining to customers in order to secure Ma’aden’s requirements and interest.

Cost

Monitors, follows-up and/or participates in updating and computing costs of inventory level. Also, reviews various other relevant analyses of actual costs versus market levels and provides analysis to manager.
Assists in reviewing existing systems/methods/procedures for carrying out the day-to-day operations.

5. COMMUNICATIONS & WORKING RELATIONSHIPS:

Follow up with Sales department for port declaration.
Follow up with Documentation dept. for Letter of Credits, shipping documents or any special requirements.
Follow up with logistic for shipments and priorities.
Follow up with finance for payments and customer account related matters.
Sales forecast collection to treasury

7. QUALIFICATIONS & EXPERIENCE:

Assist in inventory managements, evaluate and coordinate shipment with Logistics, customer, Production & planning, within the customer service policies and procedures
Determines work methods from several existing alternative methods according to established policies and specialized/professional technical standards.

Work assignments are subject to review and direction by manager.

7. QUALIFICATIONS & EXPERIENCE:

Qualifications: University Degree: preferably Economics, Industrial relations or B.A. 3 years’ experience.
Skills:Very good command in English speaking, reading & writing. Negotiation Skills. Problem Solving. Skills in Planning. Good knowledge of Windows Applications.