I. Job purpose

The purpose of the customer service job is to provide assistance and support to customers for Shiseido Arabia in KSA before, during, and after their purchase or interaction with a company's products or services. Here are some key aspects of its purpose:

• Customer Satisfaction: Ensuring customers have a positive experience by addressing their needs, concerns, or questions promptly and effectively.
• Problem Resolution: Helping customers resolve issues they encounter with products or services, aiming to turn potentially negative experiences into positive ones.
• Relationship Building: Building rapport and trust with customers to encourage repeat business and loyalty to the brand.
• Product Knowledge: Being knowledgeable about the company's offerings to provide accurate information and guidance to customers.
• Feedback Collection: Gathering feedback from customers to improve products, services, and overall customer experience.
• Brand Ambassadorship: Representing the company in a positive light, reflecting its values and commitment to customer satisfaction.

Overall, customer service jobs play a crucial role in ensuring that customers feel valued, heard, and supported throughout their interactions with a company.

II. Main tasks

Functional Responsibilities:

• Optimises output for customer order fulfilment.
• Escalates operational bottlenecks or other issues as necessary.
• Optimises customer service parameters.
• Manage large amounts of incoming calls and emails.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies.

Leadership Responsibilities:

• (Functionally) leads assigned operational duties and responsibility as customer service executive.
• Communicating in a transparent and constructive manner.
• Enabling to realize his or her own potential and advance within the organization.

III. Dimension / Key figures

3PL Key Performance Indicators (responsible)

Customer Order Fulfilment (responsible)

Customer Claims management

Supply Chain Process & Control in SAP B1 (responsible)

Rush orders (customer request)

OTIF (dispatched)

OTIF (delivered)

Outstanding Order Lines

IV. Detailed tasks

Customer Service Operations

1. Sales Operations 

• Administer the order from the customers by providing good customer service and assisting customers with their orders and inquiries including scheduled delivery dates.
• Process POSM orders & special orders from Marketing team, related to PR requirements and marketing campaign. 
• Providing outstanding customer service by sending updated order forms to the customers.
• Manage the sales operational flow using SAP B1 system from entering the sales order till invoicing the customer.
• Monitor 3PL activity for order preparation for its priority and to maintain customer delivery lead-time.
• Maintain tracker for 3PL weekly issue to monitor and observe counter and preventive measure if applicable prior to the raise issue.
• Track customer orders which is currently out of stocks for further discussion to the supply & demand planning team.
• Manage sales return process from creation of return request, approval till monitoring to 3PL prior to release credit notes.
• Expedited constant communication with the Logistics & Customer Service Manager and Supply Chain Director to highlight major issue which affecting the sales order operation.
• Responsible for gathering new customer information and inform concern team to update the system data base for successfully maintaining accurate documentation and records.
• Run daily reports to check which shipments have left the regional DC Warehouse and place the date in the operations tracker.
• Update tracker with shipping-related information.
• Track shipment arrival, and provide inbound and outbound customs clearance documents to freight forwarder
• Track outbound order deliveries to customers to ensure it is in line with sales estimate targets
• Follow up and follow through on inbound and outbound transportation and clearance to ensure any issues and gaps are resolved quickly and meet lead time KPI.
• Coordinate with sales/Marketing team on office orders

2. Claims

• Manage customer delivery and shipment claims for shorts and damage deliveries and perform further necessary action to release credit notes to the customer.
• Ensure all prices are up to add and coordinate with the Sales/Marketing/Finance team to update SAP B1.

V. Profile / Requirements

• Arabic Speaker is a must 
• Degree in Business/ Finance or Supply Chain or equivalent professional qualification 
• Past experience in Supply Chain within FMCG/Beauty/Luxury industries in Middle East region
• Past experience in working with the logistics and freight forwarding
• Strong Computer skills –Advanced level Excel 
• You are process driven, you have excellent organization skills and strong attention to details
• Alignment with the Shiseido Trust8 working principles: Think Big, Take Risks, Hands on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success
• Proven customer support experience or experience as a client service representative
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Schedule Work  : from Sunday to Thursday to cover Saudi Arabia business