الوصف الوظيفي

• Position Purpose:

The customer service supervisor provides excellent customer service and promotes the idea
throughout the organization.
Ensure that the section is running efficiently and profitably, to increase customer satisfaction,
loyalty, and retention, and meet their expectation.

Position Accountabilities:

• Managing daily cement orders by company customers
• Manage, monitor, and update the ERP system and make sure that the team is working on the
  system properly
• Recording the daily deposit accurately and reconciling the report with the finance department daily
• Tracking all the daily cement trucks, delivery, and pick up
• Review/modify and escalate complaints to the related department and ensure applying of customer
  complaint handling procedure to all complaints within 7 days
• Follow up on resolving the process of complaints and ensuring the closure of complaints with the
  customer with the coordination with call centre operators
• Prepare a monthly OTIF (On Time in Full) and complaint report to the management committee with
  a comprehensive explanation and comments
• Arrange the RCA (Root Cause Analysis) meeting within two days from the complaints register data
  to identify the appropriate solutions for the complaints
• Enhancing internal communication and continuous cooperation with other departments to solve
  outstanding complaints and requests
• Keep accurate records and document customer service actions and discussions
• Customer Portal administration and maintenance
• Make sure that the data is accurate between the ERP and the Scale System and parallel at the end
  of each day
• In charge of receiving, verifying, and documenting all inquiries from existing customers and
  potential.

Qualifications/Experience/Skills:

• Bachelor or diploma in Business Administration, IT, and Social Science
• 3+ experience in providing customer service support
• knowledge of cement and other related construction materials technology
• Working knowledge of customer service software, databases, and tools
• Proficiency level in Arabic, and English is required
• Proven working experience as a Customer Service Supervisor
• Strong interpersonal skills, ability to relate well to clients, fellow employees, and company
  management
• Ability to professionally handle complaints, even when working with unpleasant clients.
• Customer orientation
• Data analyzer
• Strong communication and public speaking skills.
• Ability to think strategically and to lead