Customer Service Representative - FTC

This is a 12 month FTC Maternity Cover, based in Dubai

Tate & Lyle is on a journey of change, inspired by our purpose of Transforming Lives through the Science of Food. Today, we are a global leader in sweetening, texture, and fortification products that remove calories and add fiber. Our innovations help create healthier, tastier food and drink for billions of consumers. Across the world, we are unlocking the curiosity and courage in our team members to foster a truly experimental culture and create a tech enabled, more agile, risk ready operation. Join us to play your part in growing our business and its positive impact on communities, society, and the planet.

Role Purpose

The purpose of this role is to ensure all order taking activities, and related operational tasks are delivered safely, accurately, and efficiently. The role is responsible for maintaining a high level of customer satisfaction by operating within T&L policies, service expectations, and efficiency standards. A key focus is proactive problem solving to resolve issues quickly and effectively, ensuring customers consistently receive the best possible service.

Main Accountabilities

• Responsible for the process from orders receipt until the order is delivered on time to the customer.
• Check the orders are in line with the sales contract/quotation.
• Create price condition if needed.
• Release the contract if needed.
• Send order confirmation to the customer.
• Follow up the shipment status and inform customer of delay or changes to delivery.
• Follow PPP to maximise the payload capacity and keep loading/packing procedures.
• Follow up allocation rule.
• Agree with customers on delivery dates, hours, and place, and work with supply chain offices to meet the customer requirements within T&L rules.
• Follow first delivery care procedure if applicable.
• Close cooperation with other teams related to the operations: Sales Account Managers, Logistics, Product Managers, Billing and Credit Control department.
• Regularly update sales order text notes.
• Process customers complaints/claims according to T&L procedures, cooperating with different departments of the company to manage customer's complaints.
• Review processes in relation to customer complaints.
• Review billing tracker and report, and take necessary actions to solve open issues ASAP.
• Regularly complete/update customer specific list with all details needed (contact, special requirements etc.).
• Share all relevant technical, quality, transport etc. documents/certificates.
• Keep in regular contact with customers - on phone, in written.
• Follow T&L health & safety procedures, attend safety and all other compulsory trainings.
• Assist and substitute colleagues as a backup according to internal rules.

About You

• Fluent in English.
• Knowledge of the French or Arabic language will be an advantage.
• Have a working knowledge of SAP, Outlook, Office.
• Knowledge of the supply chain is welcome.
• High interpersonal skills.
• Ability to work in a team.
• Conscientiousness and committed.
• Confident to make necessary decision.

What we can offer you

As a business operating in 50 countries worldwide, we offer a global rewards package to all employees alongside a range of country specific benefits. In addition to the flexible working policy, hybrid working model & competitive salary we offer.

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.