Position Summary

To lead a team of Customer Support employees within the Customer Support organization to create the highest level of customer experience for a defined group of customers.The role will support all aspects of commercial, logistic and first line technical customer service to promote growth, profitability and customer performance targets.

Responsibilities

1. To lead a team to organize the sales administration process and to promote sales through customer contacts.
2. To lead and support all aspects of customer service including order management process, order fulfillment Logistics 
3. To oversee backlog management for your team and fulfilment of customer Supply Chain requirements like consignment stocks, Shipments..
4. To support the After Sales Team with required information for handling of claims from customers within area of responsibility, 
5. To support Divisions with information on customer’s complaints and needs.
6. To ensure monthly tracking and reporting of customer service metrics within own area of responsibility.
7. Organize, lead and coach the team to deliver World class Customer Experience…
8. Lead the order management and backlog management process to achieve both department objectives.
9. Lead, manage and coach the team to answer and handle all requests in a timely manner.
10. Coach and lead team members so they will be accountable for their KPIs
11. Cooperate with the other Customer Support Leaders/Supervisors in Sales Company, to develop best practices and standardize processes within Customer Support

Qualifications

• Bachelors degree in Business Administration or related field.
• 4-6 years of experience in customer servic, with at least 1 year in a supervisory or team lead role
• strong leadership and team management skills
• Excellent communication skills in both English and Arabic
• Proficiency in CRM and ERP systems 
• Ability to work under pressure and manage multiple priorities