Executive – Customer Services.Unit Customer Services-Oils&Fats(KSA)

Job Summary

The role of Customer Service Junior Manager is to manage the Order of Customer starting from order intake till dispatch of the same & submission of all financial documents ensuring the conversion of order into cash.

CS-JM is the main point of contact between customers & all other internal departments. He has to ensure the orders are brought in by sales team as per forecast & budget numbers. Timely communicate the requirements to planning & liase between customer & other internal & external departments to ensure the timely shipping of the material. Production arrangements & Liquidation of the stocks is one of the pivotal role of CS-JM.

CS-JM helps the company to understand customer’s satisfaction level and their expectation level and communicate it in a timely and effective way throughout the supply chain so that company can better adjust their strategy to gear up in servicing the customer’s needs.

Roles & Responsibilities

• Coordinate with sales to secure orders as per forecasts and budget.
• Ensure accurate export, shipping, and invoicing per contracts and policies.
• Collaborate with GBS for order punching, price updates, and unblocking.
• Monitor customer feedback, resolve issues, and suggest process improvements.
• Book orders in Oracle, ensuring compliance with company policies.
• Liaise with planning for production scheduling per customer needs.
• Manage shipments, freight bookings, and documentation as per contracts.
• Ensure customer outstanding status aligns with company norms before dispatch.
• Review sales contracts, scrutinize export L/Cs, and coordinate amendments.
• Handle shipping, financial documentation, and pre-shipment certifications.
• Manage transit damage claims, liquidation, and returns.
• Process B2B oil booking orders in ERP.
• Address customer queries, enhance service quality, and build confidence.
• Escalate product quality complaints and oversee resolution.
• Coordinate with transporters and service providers for smooth logistics.
• Work with finance to clear credit/margin checks and resolve issues.
• Oversee information flow between customers, suppliers, and internal teams.
• Report export operation irregularities to management.

KPIs

• Keep an eye on customer’s Orders & ongoing production of the stock
• Communicate with planning for stock readiness.
• Arrange lifting of the stocks as soon as same are produced
• Review stock level v/s lifting plans
• Report any deviation in liquidation of stocks
• Cleanliness of order bank.
• Ensure the entry and modification of data & correctness of Orders in the system.
• Prepare and maintain relevant reports pertaining to order management.

Work experience requirement

• 4–8 years of Customer Service/Supply Chain experience in manufacturing.
• Proficiency in written and spoken English.
• Vocational training in customer service (preferred).
• Strong understanding of service levels, customer expectations, and business communication.
• Knowledge of International Trade, Letter of Credit, and Logistics.
• Familiarity with financial and operational forecasting.
• Experience with Order Management Software (preferred).
• Advanced Microsoft Excel skills.
• Strong analytical, organizational, decision-making, and presentation skills.
• Effective interpersonal and facilitation skills for cross-functional collaboration.
• Proactive and team-oriented mindset.

Qualification

Bachelors degree in Supply Chain / Commerce Graduate or post graduate.

Competencies

Dispatch Documentation

Sales Order Process Management

Logistics Planning

Customer Management

Sales and Distribution Strategy Management

Communicating effectively

Self and Team Management

Planning & Decision Making

Customer Centricity

Ownership & Result Orientation

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