Customer Service Representative

About AkzoNobelSince 1792, we ve been supplying the innovative paints and coatings that help to color people s lives and protect what matters most. Our world class portfolio of brands including Dulux, International, Sikkens and Interpon is trusted by customers around the globe. We re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It s what you d expect from a pioneering and long-established paints company that s dedicated to providing sustainable solutions and preserving the best of what we have today while creating an even better tomorrow. Let s paint the future together.For more information please visit www.akzonobel.com 2024 Akzo Nobel N.V. All rights reserved.Job PurposeDelivering high level of service to customers by managing end to end order to cash process with high level of communication with all internal and external parties in the Middle East Region.Key AccountabilitiesManaging essential day-to-day duties for the team and supervising team activities across Middle East & African countries for Powder & ASC Coatings business.Supporting the growth of the Wood Business in Oman and working with local cos based in Oman to ensure Complete Customer Satisfaction.Collaborating closely with Supply/Sales/Demand and Logistic, and serving as the initial point of contact for any issues for protective teamTo Manage and review task like OTIF, SLOB, and Back OrdersTo manage order receipt efficiently, prioritising timely order processing and good customer interactions and relationshipsManages the order-to-cash process with excellence in order processing.Registers and processes customer orders in the ERP system received via, electronic mail, and phone or through other contact with the customer.Ensures order processing is handled correct and in full and is transferred to the transporters (logistics).Raises issues in delivery, documentation and/or invoices process with Supervisor.Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.Obtains adequate customer and product knowledge to find solutions for customer needs (e.g., additional and/or alternative products).Makes proposals for improvements on work processes.Completes registering / filing / archiving of customer service-related documentation.Assures cooperation between customer service and field force regarding administration of customers orders. Closely cooperates with the Planning, Logistics functions to maintain consistency in approach towards customer service in the organization.Adheres to all applicable corporate as well as site policies/procedures with regard to personal conduct/HS&E standards and acts in compliance with all regulations.RequirementsEducation University graduate or equivalent.This role requires written and spoken skills in Arabic and English languages.Management And General SkillsMust be able to work well under pressure and adhere to strict deadlines, be able to multitask, and have good interpersonal and communication skills. Must be able to work well in a team environmentMS Office (Excel / Word / PowerPoint)Good customer service and negotiation skills. Able to manage time and prioritize activities effectively. Must be able to execute tasks quickly and efficientlyFunctional SkillsKnowledge of ERP systems and Order to cash processes in a Business-to-Business environmentSound understanding of other functional areas: sales, supply chain, marketing, and logisticsExperience2-3 years customer service experience requiredSAP experience is a distinct advantageAt AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.Requisition ID: 47467