VOC Contract officer

RESPONSIBILITIES & ACCOUNTABILITIES

• Act as a focal point for VOC Kuwait clients when allocated to him/her.
• Ensure operational processes are smoothly managed for VOC clients.
• Manage/arrange to create new files.
• Timely processing of files at all stages.
• Input of all data necessary for the follow-up of the file into internal tools.
• Checking VOC/NON VOC items with before creating a file. (after consulting the Technical officer/checking the product list by program)
• Sending inspection orders to PICs, when applicable.
• Coordination for inspection with necessary offices, when needed.
• Make sure all correspondences are filed in the respective files and/or to be traceable.
• Ensure performance of the scope of work is in accordance with the requirements of each VOC Program.
• Best efforts to ensure satisfactory co-operation and co-ordination with clients and staff members of BV units (PICs, LO’s etc.).
• Handle incoming requests from customers timely and ensure that issues, if any, are resolved both promptly and accurately within BV rules.
• Follow up & coordinate with concerned Technical officers/Managers/Team leaders in order to reply to the clients.
• Sending reminders for FD and Request for inspection/information as per procedures, where applicable.
• To pass VOC files to Technical Officer for checking of conformity documents when applicable.
• Consult Technical Officer/VOC Technical Manager for any clarification regarding Test Reports / Test Results / Standards / procedures – for VOC files.
• Checking drafts of certificates for VOC programs before issuance.
• Issuance of certificates for VOC programs.
• Communicating courteously with customers by telephone, email and face to face.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experience providing help and advice to customers, using the organization’s products or services.
• Handling customer complaints when received, keeping the team leader & Quality team updated of it and as required.
• Reporting of discrepancies and difficulties met in reaching the quality goals or time schedules to team leader.
• Answering enquiries from LO and clients promptly. (Within hours)
• Proposal of improvements to Team leader/ VOC Issuing office/technical Manager in daily routines.
• Perform any other operational tasks as and when required by the management.

KNOWLEDGE, SKILLS & EXPERIENCE

• Fresher / Minimum experience in international trade related activity.
• Fluent English & Arabic (speak, write and read)
• Diploma / Bachelor's degree (Science background)
• Management and communication skills

HSE KPIs

• Comply at all times with all applicable legal requirements, BV Kuwait HSE Policies/guidelines and procedures, client’s HSE procedures and code of practices, as applicable.
• Maintain personal work areas tidy and hazard free and report any deviation/fault/hazard immediately to the location manager/line manager/supervisor.
• Report immediately any newly identified hazard and participate in devising suitable operational control to eliminate/minimize the pertinent risk.
• Report immediately any HSE incident and cooperate in investigation.
• Reporting all incidents and taking action whenever they see an unsafe act or condition
• Authorized to stop work if condition, situation, environment…etc is not safe to perform the activity (immediately inform to reporting person (N+1) in the department for further guidance, if this authority is used).
• Accountable to take care of your own health and safety and that of people who may be affected by what you do or do not do.
• Accountable for co-operating with others on health and safety, and not interfere with, or misuse anything provided for your health, safety or welfare.

KEY COMPETENCIES

• BV Core & Business values
• Achievement motivation
• Teamwork and co-operation
• Customer service orientation
• Initiative, Integrity, Confidentiality