Customer Service Representative Middle East (Crushing and Screening)

We are looking for a Customer Service Representative who will support the Middle East Region for Crushing and Screening business by processing sales orders, quotation requests and enquiries for all equipment spare parts, tools and consumable products from customers and distributors. These services include quoting and booking of orders as well as logistic support functions such as following up on dispatches and assisting with documentation.

The resource will also support commercial strategies of the sales representatives through agreed complementary commercial activities from the office. For this reason, he/she will develop knowledge of the available products and services to support the Sales and Service team in the management of customers and distributors enquiries from a technical point of view.

Your responsibilities

As a Customer Service Representative, you will:

• Provide new and existing customers with the best possible service in relation to billing inquiries, suggestions, and complaints.
• Be responsible for handling customer telephone queries, aiming to clarify, orient and direct detected problems toward a solution.
• Provide timely responses to customer inquiries by telephone and/or email like product availability, prices, delivery times, and the status of orders, so that enquiries are dealt with promptly and accurately.
• Process customer orders, bills and accounts, and applications, initiates maintenance and termination of accounts in system Aurora.
• Fulfill all the screening activities for new customers and suppliers according to Sandvik guidelines.
• Coordinate and track sales leads, monitor the progress of sales activities, and provide regular updates to the Sales and Service team.
• Coordinating communication between the dealers and global stakeholders.
• Actively monitoring of customer and supplier orders, process sales and invoices so that customer orders are dispatched and invoiced accurately and on time
• Communicate with staff from other areas in the organization, such as Production, Warehouse, Outbound Planner, Logistics, Finance to confirm the status of orders and resolve customer complaints.
• Troubleshoots and resolves customer complaints.
• Asks for quotations to external suppliers and manages the entire project from the quotation to the final purchase.
• Maintaining an archive of documentation related to the employee's work, including contracts for the supply of goods, specifications, additional agreements, commercial offers and other documents.
• Develops sales skills and knowledge of the products, services, and customers by working closely with a more experienced sales representative to promote products, close orders and resolve problems.
  
  

Requirements

• The role is based Dubai, UAE.
• To be successful in this role, you will be service-minded, possess strong communication skills and can work independently as well as in a team.
• Multicultural communication experience is mandatory. Ability to multitask and prioritize, detailed oriented and proactive approach.
• Languages: English will be a natural working language and Hindi or Arabic will be an advantage.
• Knowledge of SAP, Aurora and Salesforce is a competitive advantage.
• The position would require 10% of the time travelling.