Customer Relations Officer

About the Role

Reza Investment Company is seeking a Customer Relations Officer for its Animal Health Division. This full-time position is based in Makkah, with coordination across Jeddah, Riyadh, and Al Khobar. The role focuses on delivering professional customer service and reliable commercial coordination, ensuring accurate order administration, proactive delivery follow-up, effective communication, and timely resolution or escalation of customer requirements.

Key Responsibilities

• Act as the primary administrative contact for assigned customers, responding promptly and professionally to calls, emails, and enquiries in both Arabic and English.
• Record customer requests, feedback, and complaints, escalating technical or commercial matters to the responsible team.
• Receive and register customer purchase orders, verifying completeness and alignment with approved quotations.
• Coordinate order entry and amendments with the sales coordination team, maintaining an accurate PO and order-status tracker.
• Coordinate with sales support, warehouses, logistics, and dispatch teams in Jeddah, Riyadh, and Khobar to track order readiness, dispatch, delivery dates, and exceptions, proactively updating customers and escalating delays.
• Confirm receipt and condition of delivered goods with customers, following up on Goods Receipt Notes (GRNs), delivery acknowledgements, discrepancies, and missing documentation.
• Prepare draft quotations and proforma invoices (PFIs), including for export enquiries, using approved pricing, terms, and templates, and obtaining necessary approvals before release.
• Maintain accurate customer contacts, product usage information, correspondence, purchase history, and service issues in approved systems, ensuring the protection of confidential commercial and customer information.
• Coordinate with the Finance department regarding invoice copies, customer payment confirmations, statements, and outstanding documentation, following up with customers when requested without independently approving credit, discounts, or payment terms.
• Provide regular updates on open POs, overdue deliveries, GRNs, complaints, and customer actions, preparing concise reports and supporting meetings.
• Coordinate general office administration and supply requirements, performing other relevant duties assigned by the Division Manager.

Qualifications and Experience

• 2-5 years of experience in a relevant customer relations or commercial coordination role.
• Proficiency in both Arabic and English for professional communication.
• Demonstrated ability to manage multiple requests and meet deadlines.

Core Competencies

• Service Mindset: Professional, courteous, and solution-oriented communication with customers and colleagues.
• Accuracy and Ownership: Attention to detail, dependable follow-through, documentation discipline, and accountability.
• Organization: Ability to prioritize multiple requests, meet deadlines, and coordinate across functions.
• Judgment: Understanding of approval limits, confidentiality, and when to escalate issues.

Working Relationships and Standards

The Customer Relations Officer will work closely with Sales, Customer Service, Supply Chain, Warehousing, Logistics, Finance, and Technical teams. All pricing, discounts, credit terms, contractual commitments, and technical recommendations are subject to the applicable approval process. The role requires maintaining confidentiality, adhering to company policies and Saudi workplace requirements, communicating respectfully, and representing Reza Hygiene professionally in all customer interactions.