Customer Service Representative

ManpowerGroup Middle East

Dubai, UAE

Ref: HP647-650

Job description / Role

Employment: Full Time

Our client, a multinational IT company, world leader in digital security, is currently seeking to recruit a Customer Service Representative for their office in Dubai.

This position is aContract Staffing role under Manpower for an initial period of 4 months (and renewable for a longer contract period).

Main missions

Follow up and manage a customer’s portfolio;
Manage orders : from purchase order (PO) reception, to goods delivery and invoicing;
Manage customers’ claims.

Specific Responsibilities

Customer management

• Ensure and maintain a good relationship with customers;
• Relay information to/from customers;
• Manage customers stocks and send to customer the agreed reports.

Order Management

• Answer customers within 48 hours to assess PO reception;
• Send the order acknowledgement to customers;
• Ensure orders are entered into backlog in an accurate and timely matter;
• Ensure consistency of technical data orders;
• Retrieve order’s delivery date from the Planning;
• Invoice customers and issue credit notes;
• Manage Return Material Acceptance (RMA) process;
• Issue the risk order (RO) when necessary by filling the RO authorization request form;
• Store all the files that are related to an order and archive them.

Monitoring and follow-up

• Proactively monitor orders in manufacturing process;
• Organize shipment of the manufactured goods in cooperation with the Logistics team;
• Deal with customer complaints :

-Register customer complaints; (external/internal complaints or analysis requests) in the customer complaints database;
-Transmit the complaints to the local quality department (Quality site);
-Follow up the analysis progress, validate the analysis report and submit it to the Sales Account Manager.

Interfacing

• Interface with order management;
• Provide technical assistance to order management;
• Alert the Sales Operation and Planning teams if any changes occur.

Requirements

Qualifications

Education:

2 years commercial or technical degree related to the language or trade fields

Experience Level:

Previous experience in Supply Chain, Credit management, sales or customer services would be a plus.

Competencies:

• Fluent in English (written and spoken)
• Additional language is a plus
• Communication skills (written and spoken)
• Administrative work abilities
• Good knowledge of manufacturing processes and products
• Export trade: Basic knowledge about Incoterms, Letter of credit, Customs rules
• Basic financial understanding: VAT, revenue, ledger, credit management
• MS Office tools
• Company’s internal tools:
• ERP (Enterprise Resource Planning) tools : QAD, MFGPRO
• PDM (Product Data Management)
• Change Point (Professional Services Automation tool)
• I-Care (customer complaints management)

Behavioral skills:

• Ability to manage priorities;
• Ability to identify and report risks and potential problems related to customers;
• Team player;
• Ability to work under pressure;
• Excellent relational skills;
-Organized
-Customer oriented
-Open minded
-Multicultural and proactive mindset

About the Company

We lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work.

ManpowerGroup powers the success of many of the world's most dynamic organizations. We deliver innovative workforce solutions that enhance competitiveness, increase efficiency and spur productivity. Combining global reach with local expertise - 3600 offices in over 80 countries - we know the changing world of work and bring a deep understanding of the companies we work for and the industries we service.

ManpowerGroup entered the Middle East in December 2007 after acquiring local company Clarendon Parker, thus bringing 15 years in-depth local knowledge combined with a global footprint and industry shaping expertise and thought leadership. Manpower Middle East supports clients in the Middle East and North Africa regions. Our business is aligned to key skill specializations to ensure our clients requirements are met by expert and knowledgeable consultants that understand your industry and role requirement.

Our consultants are experts in finding the right talent across all industries in a broad-range of occupations including:

  • IT & Telecommunications
  • Engineering & Construction, Oil & Gas
  • Banking, Finance & Legal
  • Sales & Business Development
  • Marketing, Public Relations & Communications
  • Human Resources & Training
  • Customer & Support Services (Secretarial and Administrative)
  • Operational, Supply Chain & Logistics
  • Executive Recruitment
  • Emiratization Solutions
  • Recruitment Program Outsourcing Solutions
  • Managed Service Provider Solutions
  • Talent Based Outsourcing Solutions
  • Outsourced Staffing Solutions

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