Description de l'entreprise et du poste :

A Multinational company is seeking a Customer Service Representative to accompany the company’s growth in Morocco & West Africa.

Job Purpose:

-Handle with accuracy the Order Management and Order Fulfilment to achieve customer satisfaction and to reduce costs by first-time-right orders. Support the Sales and Account Managers in planning and reporting, Monitor on time payments, on time shipments, monitor credit issues, handling quality notifications, ensure correct master data quality.

-Responsible for processing new orders, selecting service provider within the agreed allocation, nominating transporters, monitor shipments, investigate reasons of delay, managing claims (e.g. claims related to detentions, demurrage and damages); processing customers complaints, following up payments; maintaining relationships with customers and shipping lines and supporting his/her Manager as required.

Responsibilities:

-Responsible for the system related order process until closing for designated customers

-Communicate to customers in a polite and service oriented style

-Follow  related policies and procedures

-Managing and monitoring master data for customers and transport companies

-Partly responsible for Customer Satisfaction (NPS)

-Provide suggested solutions in case of operational interruptions and approve or escalate solution to Section Manager

-Monitor rebate contracts according to agreements and MAS

-Participate in Customer Service related projects on demand

-Sending loading notices to customers once the orders are shipped.

-Following customers’ shipment from loading to release.

-Supporting customers and sorting all their logistic issues.

Order Management

-Pre-Order Management

-Execute Sales Forecast input and ensure correct and timely figures in the system

-Monitor Credit insurance and credit facilities

-Order Receipt & Entry

-Responsible to deliver the requested material to the customer in appropriate quantity and requested time

-Manage and coordinate the order issuing

-Initiate and monitor unblocking process by interacting with Sales Managers and Account Managers according to MAS

-Follow-up the Order status to ensure timely order completion and closing

Order Fulfillment

-Distribution Management

-Liaise with affiliates for shipments, and material delivery to port of loading.

-Monitor performance of logistics to avoid claims.       

-Logistics Operations

-Nominate shipping lines according to allocation plan.

-Order Processing

-Download orders from SAP for relevant customers, check available capacity and fulfill the required delivery time.

-Place order on plant via SAP and inform customer or account manager in case of unavailability.

-Shipment Monitoring

-Monitor ongoing shipment; daily follow-up with shipping companies.

-Actively resolve issues and ensure timely communication with customers.

-Investigate delays reasons, if any.

Complaint Handling

-Responsible for system related complaint handling process and entering in SAP

-Follow up with concerned parties: Account Manager, Business Manager, Technical Managers and divers supply chain function

-Execute diversion process if necessary and approved

-Execute credit notes based on written communication and approval

-In case of a non-technical complaint, we investigate on the case and judge if justified,

-Initiate refund request according to MAS

-Close complaint in the system

Profil :

Requirements:

-Bachelor’s degree in Supply Chain or equivalent

-Minimum 4 year experience in the same position

-Good knowledge of Microsoft office

-Excellent Command of English & French. (written and spoken)

Desired Skill:

-Good customer service skills

-Good Negotiation skills

-Proactivity and Problem Solving

-Sense of Organization

-Reliability and accuracy

Ce que nous vous offrons :

We offer a competitive salary, outstanding benefits package and the professional advantages of an environment that supports your development and recognizes your achievements. We are an Equal Opportunity Employer.

The position is based in Rabat, Morocco.