وظائف خدمة عملاء بشركة Ecolab

Lead Customer Service Agent Contingent Hire - Ecolab

About the job

Join Ecolab’s industry leading Customer Service team as Lead Customer Service Agent based in Egypt and see why Selling Power magazine has consistently ranked Ecolab as a top company to sell for. We’re growing and need talented people like you to help us continue to protect the world’s most vital resources.

This is a contractor role, you will be responsible to answer calls and register the inquiry / complaint efficiently. You will have to follow up with the concerned department to resolve the issue and close the registered inquiry / complaint, and will be responsible for sending quotations to customers, assist the sales team with pricing and availability of stock, create new customer file.

What’s In It For You

• The opportunity to take on some of the world’s most meaningful challenges, helping customers achieve clean water, safe food, abundant energy and healthy environments
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives and ideas to achieve our best

What You Will Do

• Managing Sales and Service Orders for our Customers in Egypt and MEA - this includes ERP management of sales order entry, stock allocation, and billing cycle for local, exports and drop-shipment orders, ensuring financial and legal compliance with all procedures and documents.
• Close cooperation with Intercompany location – ensuring accurate delivery as per customer requirements.
• Arrange customer drop shipments and provide necessary logistics document and customs support.
• Coordinates with other teams/support to complete the request of customers and communicates effectively with Planning and Logistics on customer’s delivery date pull in requests
• Generates and analyses pending orders and participates in Pending review meetings to provide feedback on risks to meet the period’s shipment commitment
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Provide direct customer support to provide quick resolutions of issues and questions.
• Inform customers correctly about product changes, prices, delivery times, deviation from orders, etc.
• Compliance with internal procedures and instructions
• Close cooperation with supply network planning, logistics, export teams to provide the best service for Customers.
• Handle all calls and emails in a prompt and courteous manner
• Maintain working knowledge of products and accounts,
• Maintains financial accounts by processing customer adjustments – Invoices; Credit Notes; Debit Notes.
• Contributes to team effort by accomplishing related results as needed.
• Active participation in team projects and process improvements, project management
• Other tasks as appropriately required

Minimum Qualifications

• Diploma in Business Management or Supply Chain / Logistics – or Equivalent
• 3+ years’ experience including Customer Service and Order Management
• Is fluent in written and spoken English
• Have excellent verbal and written communication skills
• Ability to interact professionally with others and work independently in a fast-paced environment
• Creative problem solving & interpersonal skills
• Dynamic and highly motivated, prone to teamwork
• Preferred knowledge in iScala and/or Accpac
• Strong computer skills (MS Office Suite) and preferred experience with CRM systems