Customer Service Specialist

Date: Jul 10, 2024

Location: Riyadh, Central, SA, SAU

Company: Basamh Group

  • Centralize the relationship with the customers in the order to cash process, by being the point of contact for BTC customers.
  • Monitor key Service measures of assigned customers, analyze performance trend, and recommend changes to comply with targets. This includes (but not limited to) process improvements, system integration, automation, joint KPIs.
  • Lead cross-functional improvement initiatives by involving the right stakeholders to drive structural improvement.
  • Understanding the needs of retail customers through internal reviews and supporting the resulting strategies through proactively initiating actions for continuous improvement.
  • Set and execute customer communication strategy, which may include email communications or regular meetings, to share and review performance, capture issues and align on process improvements.
  • Develop comprehensive understanding of the business cycle to enable root-cause based improvements.
  • Regular product master data review with customers & follow up if needed with the customer regarding these updates.
  • Monitor that customer place their orders according to the agreed schedule & deliveries are being dispatched on time.
  • Liaise with the Supply Planning or Logistics Teams for urgent delivery requests & service level challenges.
  • Optimizing of customer-related processes such as delivery routes, ordering behavior (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal experts.
  • Manage customer orders receiving process, minimize rejections by fixing the root cause & eliminate non-value adding activities. 
  • Managing market recalls (control/support for shipping communication, monitoring of quantities & costs).