Customer Support Specialist

You will be working as Customer Support Specialist, will be part of Motion Business Area for Service division based in Doha; Qatar. In this role you will be responsible to provide technical, order and payment-related assistance and support to the internal and external customers. Coordinating with relevant stakeholders to obtain complete case ownership and to improve customer satisfaction.

Your responsibilities

• Leading order handling and execution to achieve connected financial KPI’s (Revenue, cash and profitability). Confirming accuracy of incoming orders, checking details such as product codes, quantities and delivery information
• Ensuring customer loyalty via professional customer support and orders execution. Handling logistics and coordinating with logistic vendor for deliveries and ensuring quality communication to customers
• Responsible for close and continuous follow up with customers and supporting functions to ensure invoicing and collection on time. Inspecting product quality before delivery and addressing any issues or defects promptly
• Ensuring the resolution of customer issues (e.g., order, technical, payment) by coordinating with sales, operations, supply chain management and other internal and external teams. Coordinating resolution with field service team
• Recommending appropriate solution for customer requests and coordinating with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place
• Responsible for informing customers about issue status based on inputs and clarifying any questions. Ensuring a positive customer experience throughout the entire process. Preparing and analyzing regular statistics (e.g. forecast) using available tools and collecting relevant information.
• Tracking regular target performance and providing reports to management.
• Ensuring accuracy of ERP with regard to commercial master data, payment/trade policy, customer contracts, etc.
• Maintaining accurate records of orders, invoices and shipping documents

Your background

• Bachelor degree in Engineering or Business
• Minimum 2-4 years of experience in customer service and knowledge of SAP will be an added advantage
• Good experience in customer support, order handling and logistics. Financial and commercial background
• ability to establish new approaches, procedures and guidelines for continuously improving operations
• Set back-up plans to mitigate risks and solve any problems that might hinder the professional delivery of services keeping an eye on OPEX
• Good communication and presentation skills to be able to establish healthy and effective communication internally within the organization and externally with customers
• Results orientation and dedication.
• Computer skills in Microsoft office (mainly Word, excel & power point). Work under pressure for long durations with maximum / effective output.
• Good time management skills
• Fluency in both spoken and written English and Arabic language is a plus.