Customer Service Supervisor

Job description / Role

- Supervise customer service staffs and their activities - from data entering in systems, follow-ups of jobs for completion from different departments; handling customer complaints, filing of sales related records, writing and communicating to customers, sending correspondence and documents.
- Implement procedures and workflow in order to meet customer satisfaction and measure satisfaction levels through periodic surveys
- Resolve customer complaints or order issues thru addressing to concerned department heads and maintain effective communication with customers through appropriate channels
- Update and maintain customer account information in ERP
- Monitor data entries by the customer service staffs - such as creating item code, maintaining the item mastercard, creating sales orders and proforma invoices - to ensure accuracy
- Closely monitoring the sales orders and its planned shipments and dispatch.
- Ensure that all delivered and shipped materials are correctly invoiced and liaise with account department for credit note and debit note for customers
- Ensure that all jobs/sales orders are endorsed and planned for production till dispatch and shipment.
- Mainly responsible in costing the bill of materials (PRE and POST), propose pricing and offers to Sales Executive or direct to customers with the approval of the Head of Operation.
- Prepare accurate quotations and Proforma invoices for Sales Executives.
- Act as HACCP, BRC and ISO Internal Auditor
- Provide training to newly hired customer service staff.

Requirements

- Bachelors Degree
- Minimum of 2 years Customer Service Experience in Manufacturing / Distribution

Knowledge/Skills:
- Work with little or no supervision in this department
- Superior customer service and communication skills.
- Strong computer skills, working knowledge of Word and Excel.

About the Company

Al Ghurair Group is a main business group contributing to the economy of Dubai and the UAE. The Group Founder, Mr. Saif Al Ghurair, is a pioneer of the business society and a pillar in the community. The Group is family owned and managed. Al Ghurair Group has been in business for over 40 years with expertise in retail, industry and manufacturing.

The Group operates eight strategic business units that are part of three main lines of businesses [LOB’s]:

Real Estate and Shopping Malls Manufacturing (Packaging Solutions and Metals) Investments