Customer Contact Coordinator
Jeddah – Saudi Arabia
Due to business requirements, we can only consider Saudi Nationals who are available immediately.
CHEP is a global provider of supply chain solutions serving the consumer goods, fresh food, beverage, manufacturing and retail sectors in more than 60 countries. We offer a wide range of logistics and operational platforms and support services that are designed to increase performance and lower risk, while protecting the environment.
Position Purpose
The Customer Contact Coordinator is responsible for answering customer inquiries/calls ensuring customers administration support are actioned as per the organization standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The coordinator is also responsible in delivering the best quality service for customers both internal and external.
Responsibilities
• To accept and register customer enquiries ( phone or email) for a range of CHEP services and accurately input relevant data into CHEP applications ( Portfolio, SAP, Siebel etc. )
• Knowledgeably offer customers the most suitable CHEP service based on their unique needs, and actively attempting to close the transaction by liaising with other internal departments. The CC is responsible of Stock audit which is related to the number of assets that the customer own in his warehouse. The coordinator should have a finance mind in order to process the adjustment correctly otherwise the billing for the customer will come wrong therefore the DSO will be impacted.
• To effectively respond to all customer enquiries regarding CHEP’s services, by consistently and confidently providing customers with accurate information on their accounts including balance, movements, dashboard, training, opening accounts, hire volume, capturing data, online visit, inventory audit adjustments.
• Exercise professionalism and provide first class customer service bearing in mind that all CHEP customers have an exclusive requirement, and are looking for immediate and hassle-free solutions. the coordinator needs to have a system mind where he has to identify the source of the issue i.e is the issue because a relationship between two accounts? Is it because of an effective date? Is it because one system is not synchronising with another etc.. he has to have enough knowledge in using three systems ( SAP, SIEBEL and Portfolio) also he will need to have to enough knowledge in Microsoft office as Excel ( formulas , pivot etc..) is mandatory to succeed in any task assigned to CCT.
• Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising CHEP’s position by over-committing to customers , or being unrealistic in what is offered. the coordinator is responsible to train the customer on how to use the pooling system, also he is responsible to identify the needs of every single customer and offer a service accordingly i.e if a customer do not have time to work on CHEP system then the coordinator will have to put this customer in his radar and manage the account of his behalf.
• The coordinator is responsible to handle customer complaints i.e the receiver would call and say I did not receive my dockets why are you billing me ; the coordinator is responsible of investigating the issue and coordinate with the sender who is another customer to convince and understand what exactly happened so he can fix the issue. The other type of complaints that might come thru the call center is when the customer is facing an issue with the representative , with a delivery ( operation) or with the credit control department. The coordinator has to have the knowledge to deal with all this pressure to liaise with both parties and solve the problem.
Job Details
| Date Posted: | 2018-02-01 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Administration |
| Company Industry: | Distributions and Logistics |
Preferred Candidate
| Career Level: | Fresh Graduate |
| Gender: | Male |
| Nationality: | Saudi Arabia |
| Degree: | Bachelor's degree |
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