Position Summary

To lead a team of Customer Support employees within the Customer Support organization to create the highest level of customer experience for a defined group of customers.The role will support all aspects of commercial, logistic and first line technical customer service to promote growth, profitability and customer performance targets.

Responsibilities

• To lead a team to organize the sales administration process and to promote sales through customer contacts.
• To lead and support all aspects of customer service including order management process, order fulfillment Logistics
• To oversee backlog management for your team and fulfilment of customer Supply Chain requirements like consignment stocks, Shipments..
• To support the After Sales Team with required information for handling of claims from customers within area of responsibility,
• To support Divisions with information on customer’s complaints and needs.
• To ensure monthly tracking and reporting of customer service metrics within own area of responsibility.
• Organize, lead and coach the team to deliver World class Customer Experience…
• Lead the order management and backlog management process to achieve both department objectives.
• Lead, manage and coach the team to answer and handle all requests in a timely manner.
• Coach and lead team members so they will be accountable for their KPIs
• Cooperate with the other Customer Support Leaders/Supervisors in Sales Company, to develop best practices and standardize processes within Customer Support
  
  

Qualifications

• Bachelor's degree in Business Administration or related field.
• 4-6 years of experience in customer servic, with at least 1 year in a supervisory or team lead role
• strong leadership and team management skills
• Excellent communication skills in both English and Arabic
• Proficiency in CRM and ERP systems
• Ability to work under pressure and manage multiple priorities