Non Management_IFFCO UAE

Title: Non Management_IFFCO UAE

• Receive, validate, and process customer purchase orders in the ERP system (Oracle/SAP/SFDC).
• Monitor order status and proactively communicate delays or issues.
• Coordinate with warehouse, logistics, and finance to ensure timely delivery and invoice accuracy.
• Ensure proper documentation (DO, invoice, packing list, GRN, etc.) is shared with customers.

• Handle customer inquiries via phone, email, and system tickets.
• Maintain high service levels and ensure customer satisfaction through timely follow-up.
• Escalate critical issues and propose solutions to maintain service continuity.
• Build strong rapport with key customers and internal stakeholders.

• Resolve complaints related to delivery, returns, shortages, damages, or billing discrepancies.
• Coordinate credit/debit notes processing with finance.
• Track and close customer complaints in the CRM system within SLA.

• Support the sales team with order status, stock availability, product information, backorder reports, etc.
• Identify potential risks (low stock, production delays, credit hold) and communicate early.

• Maintain accurate customer master data.
• Generate daily/weekly/monthly reports (order status, OTIF, backorders, service level).
• Analyze recurring issues and propose process improvements.

• OTIF (On-Time In-Full) – % of orders delivered within commitment.
• Order Accuracy Rate – Error-free order processing.
• Complaint Resolution Time – Within SLA.
• Customer Satisfaction (CSAT/NPS).
• Backorder Management – Reduction of aging orders.
• Productivity & Response Time – Email and query turnaround.

• Bachelor’s degree in Business, Supply Chain, Administration, or related fields.
• Minimum 2–3 years in Customer Service, preferably in FMCG, Logistics, or B2B environment.
• Knowledge of ERP systems (SAP, Oracle, Zoho, SFDC, Salesforce) is a plus.
• Strong communication skills (English required; Arabic is an advantage).

• Customer-centric mindset.
• Strong attention to detail and accuracy.
• Ability to work under pressure and manage high volume.
• Problem-solving and analytical skills.
• Team player with cross-functional collaboration.
• Proficiency in MS Office (Excel, Outlook).

• Flexibility to work extended hours during peak periods.
• Understanding of local logistics, delivery processes, and supply chain interactions.