Job closed
Ref: NP171-113
Job description / Role
- To manage the entire sales order process, from receipt of the orders through to reconciliation of relevant documents and system postings as well as the export dispatch and documentation process. Management of the Customer Service operation situated in the factory, ensuring Customer Satisfaction and timely resolution of customer’s complaints, as well as Customer Service.
- Management of Customer Service Teams, setting direction, ensuring the productivity, as well as establishing training and career progression paths while conducting annual performance appraisals.
- Responsible for customer relationship management and the follow up and closure of all customer complaints.
- Managing the sales order processing, tracking DIFOT (Delivery in Full on Time).
- Responsible to ensure that Warehouse & Logistics teams are informed of daily requirements and adherence to customer order/delivery terms and conditions.
- Conducting annual customer satisfaction surveys as directed by MCs and complying with internal audit requirements.
- Project management of system and process improvements.
- Management of DSO (Daily Sales Outstanding) process in conjunction with Finance Department.
- Responsible for annual review and update of all SOP’s related to the customer service department.
- Supporting and advising in the training of Customer Service employees.
Requirements
- University graduate
- 8 years of functional experience out of which 2 years should be in an equivalent Middle management position.
- Managing Customer Service/ Call Centre experience preferable.
Job-Specific Skills:
- Planning and Organizing, Customer Service skills
- Thorough understanding of product, sales order process through to delivery
- Leadership Skills
- Financial Skills (working capital, outstanding receivable, customer reconciliation)
About the Company
Agthia Group is a leading Abu Dhabi based food and beverage company established in 2004. The Company is listed on the Abu Dhabi Securities Exchange (ADX) and has the symbol Agthia. 51 percent of the Company’s shares are held by General Holding Corporation, an Abu Dhabi Government entity, with the balance held by individual and institutional investors.
The Company’s assets are located in the UAE, Egypt and Turkey. Agthia offers a world class portfolio of integrated businesses providing high quality, trusted and innovative food and beverage products for customers and consumers across the UAE, GCC, Turkey and the wider Middle East.