Customer Service Representative MEA (LC Specialist)

Overview

Responsibilities

• 
  Customer Relationship management

o Collect customer information to manage reliable, up to date and compliance customer
master data
o Customer claim management by capturing, collecting and managing answer in accordance
with our service level agreement
o Management of agent commissions and volume rebates and their payment on time

• Manage order preparation, registration and follow-up

o Daily Order processing within SLA but not limited to invoicing.
o Management and contract/orders follow-up.
o New customer creation in coordination with Finance.
o Coordination of customer deliveries together with plant supply chain.
o Documentation including verification and coordination with IMEA CS Team.
o Check and follow-up of product allocation.
o Follow-up orders with transporters/3PL/freight forwarders.
o Checking, Validation and transmission of invoices along with other required documents
including LC.
o Payment coordination for agent commission and volume rebate.
o Transport cost optimization.
o Proactive approach, anticipating various issues on orders.

• Export documentary remittance

o Handle entire LC process (from draft to finalization) and follow-up with the bank.
o Issue export document remittance according to international trade rules
o Follow-up of legalization process with administrative institution (Chamber of commerce,
consulate and embassy).
o Strict follow-up on clearance with Freight Forwarders to ensure there is no Demurrage.
o Coordinate with certification body to receive appropriate certifications for clearances.
o Well-versed in Import/Export documentation/process handling.
o Maintain structured storage of complete documentation for all inbound/outbound logistics
activities.

• Provide Sales support

o Provide status of contracts, orders and product allocation follow-up
o Participate to sales forecast when required.
o Schedule weekly calls with Sales to inform current status of orders placed and upcoming
orders.
o Update respective sales managers for billing status for current and upcoming months based
on shipping schedules and product availability.
o Order Book Management.
o Daily/Weekly sales report in coordination with sales team.

• Anticipate back-up activities within Customer Service team to ensure business continuity.

INTERNAL AND EXTERNAL RELATIONS

• Agents, Distributors and direct customers
• Sales Manager
• Customer Service
• Finance & Credit Management
• Plant Supply Chain
• Market Access department
• Banks
• Administrative institutions
• Freight forwarder

Qualifications

• 
  Very well hands on experience in Letter of Credits and SAP.
• Customer oriented
• Good Stakeholder management skill
• Excellent interpersonal and communication skills
• Energetic, well-organized, Self-Initiated and coordination skill
• Good analytical and problem solving-ability to identify creative solution
• Good process understanding
• Ability to work in a matrix organization
• Ability to work under pressure keeping quality in focus

• Inclusive & diverse Culture: Be part of a multicultural and global team of 62 nationalities, operating in 100+ countries, that values diversity, promotes inclusion, and supports work-life balance in a respectful and safe work environment.
• Benefits: care program, vacation & paid time off, profit-sharing and performance incentives.
• Learning & Career Development: benefit from continuous training, mentoring, and learning programs, with equal access to career advancement and leadership opportunities.
• Sustainable and innovative company: work on meaningful projects using cutting-edge technology, with the freedom to innovate and make a real difference. Because we contribute to feeding 8 billion people, sustainability is not an option - it is our ambition.