Customer Service Specialist

📢 Title: Customer Service Specialist

📍 Location : Ain Sokhna, Suez

🏭 Business Unit : Saint-Gobain Glass Egypt

Job Description:

• Process all orders received from sales team and verifies that each order is complete in terms of price, delivery terms and conditions, type of glass, packaging.
• Process all orders independently in SAP.
• Check glass stocks and availability of packaging.
• Ensure registration details for each order in the specific files.
• Send by email an order acknowledgement to customer within 24 hours. This acknowledgment means that is received processed and the customer will be informed about the delivery date.
• Any amendment of the orders, made by customer via sales person, must be updated in all specific files including in the SAP system.
• All orders should be passing to the production planner and warehouse planner in order to plan the production and packaging accordingly.
• Prepare and be accurate with the documents for loading, give it to the warehouse.
• Follow on daily basis the status of each order and make all the steps in time.
• At the beginning and end of each day, check the status of the loading, perform „good issue” and process the invoice in SAP.
• After loading, check and process the final invoice in SAP prepare and give these documents to the export documentation person to finalize the export documents.
• Create the archive for each customer and order according with the internal procedure, assuring that those are complete and keep it in good conditions.
• If there are changes in customer’s order, act immediately and make the necessary amendments relating to the glass, packaging, date of delivery, assuring that the production planner, warehouse planner and booking transportation are warned about these changes.
• Send the status of their orders to customers weekly.
• Send all the documents in copy to customers according with the specific of each of them, ensuring that all invoices are issued for uploads.
• Receive and pass to the responsible department all the claims received from customers.
• Follow-up the claims and stress the department in charge for a resolution. Inform the customer about this resolution.
• To provide support and resource for local WCM activities whilst implementing global projects, local projects, Act as project/pillar sponsor, leader, member.
• Compliance to statutory/legal Occupational Health, Environment & Safety company policies and procedures.
• Compliance with the company QMS, Quality Control, Product compliance of Saint-Gobain.

Required Qualifications:

• BSC in Business Admin/Relevant
• Knowledge of foreign languages English.
• Training requirements: Basic ISO 9001 / QMS Training, WCM Methodology, Export Techniques, Basic Logistics.
• Experience in working with the PC, including working with ERP- SAP.
• Skilful in verbal and written communication, receptivity, adaptability, flexibility, empathy,
• Fast adaptation to changes, focus on the task, ability to work in conditions of prolonged stress and working schedule.
• Experience in customer service and export activities.