Customer Service Consultant

JOB TITLE : CUSTOMER SERVICE CONSULTANT

REPORTING TO : CUSTOMER SERVICE MANAGER

PURPOSE OF POSITION

The Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process and confirm customers’ orders timely, for any customers within the MEA region for any customer or distributor buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize the efficiency in order intake, end to end order management and revenue for the given period and to match customers’ delivery time expectation and to improve or enhance our customer’s experience. He/She is also responsible to manage all outbound customs and trade issues and maintain all relevant customers’ data.

KEY RESPONSIBILITIES

• Full understanding of international trade requirements especially within the Middle East and Africa region
• Assessing and processing orders with factories and customers
• Evaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing orders
• Logging of all orders and tracking details of shipments in Sales Force
• Co-ordinating with factories on production lead times and ensure order readiness
• Attend calls with all factories to understand production issues and discuss ways to improve delivery times
• Ensuring an appropriate order flow with the compliance to organizational policies
• Co-ordinating with the finance department to resolve invoice and pricing issues
• Monitoring and evaluation of all orders and sales processes as well as provide weekly reports to all customers
• Management of the communication with the sales department and customers
• Working with factory and customers for inspection processes to ensure smooth shipment
• Check the accuracy of the shipping documents and work pro-actively to avoid any issues during custom clearance
• File all documents on respective order folders and share the same with customers, sales, AR team when necessary
• Work with factory / customer on Letter of Credits and provide necessary inputs
• Co-ordinating with forwarders and customers on shipments deliveries
• Logging, monitoring and evaluation of all order issues
• Assistance to Sales teams in obtaining required proforma documents and related information as required

POSITION RELATIONSHIPS

Internal

• Head of Departments
• Key Accounts Managers
• Regional Sales Managers
• Finance team

External

• Factories
• Suppliers
• Customers
• Freight agents

MEASURES OF PERFORMANCE

Leading: Customer Retention, Customer Satisfaction

Lagging: Revenue growth, On time response and delivery

PERSONAL QUALIFICATIONS & EXPERIENCE

Experience/Knowledge

Required

• 5-year customer service experience
• Experience in Order Management
• Experience in Logistics and Supply Chain
• Experience in International Trade
• Knowledge of import/export carriers and customs matters.

Preferred

• Customer service experience in a similar industry
• Order Management experience in a s similar industry
• Further studies to include Logistics and supply chain.
• Further knowledge to include International Trade
• Experience on Sales Force an advantage

Specific Skills

• Strong Excel dashboard and visual presentation skills
• Significant attention to detail
• Problem solving and decision-making skills.
• Strong interpersonal and communication skills (Verbal & Written)
• Strong teamwork attitude
• Fuel Retail industry knowledge and experience
• Extensive knowledge of internal MRP processes and infrastructure

Language Proficiency

• English / French / Arabic- Full Professional Proficiency

WHO IS GILBARCO VEEDER-ROOT

Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com.

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s enable the way the world moves!