The Customer Service Specialist is responsible for delivering support to customers by handling inquiries, resolving issues, and ensuring a smooth and positive customer experience. This role requires strong communication skills, problem-solving abilities, and a customer-oriented mindset. The specialist acts as the primary contact point between the company and its clients, contributing directly to customer satisfaction and retention.
Responsibilities
- Order Management: Process customer orders, track shipments, and provide timely updates on order status.
- Customs Coordination: Liaise with customs brokers, freight forwarders, and authorities to facilitate smooth inbound and outbound customs clearance for customer shipments.
- Documentation: Prepare and verify commercial invoices, packing lists, certificates of origin, and other customs documentation.
- Customer Support: Address customer inquiries, resolve issues, and ensure high levels of satisfaction.
- Compliance: Ensure all shipments comply with Saudi and regional customs regulations, trade agreements, and Calderys policies.
- Cross-functional Collaboration: Work with sales, logistics, and finance teams to streamline processes and improve service delivery.
- Collection: Submission of invoices on time and ensure timely collection of receivables from the customers.
Requirements
- Bachelor's degree in Business, Logistics, or related field.
- 2+ years of customer service experience, preferably in industrial or logistics sectors.
- Knowledge of Saudi and MEA customs procedures, import/export regulations, and Incoterms.
- Experience with ERP or CRM systems.
- Good SAP knowledge is a must
- Strong organizational, communication, and problem-solving skills.
- Fluency in English; other language skills are a plus.
