Section Head Customer Service📣 Job Ad

About TASNEE and the Role

TASNEE, through its division Rowad, a prominent plastic product manufacturer in the Middle East, is seeking a Section Head, Customer Service. Rowad exports its products to over 30 countries worldwide, driven by a commitment to business excellence and innovative manufacturing technologies. This full-time position, based in Dammam, involves managing moderately complex customer service activities to ensure optimal business process excellence and enhance customer experience.

Key Responsibilities and Team Leadership

The Section Head will play a central role in guiding the Customer Service Team. This includes mentoring, coaching, and developing team members to achieve high performance. The role involves direct responsibility for processing moderately complex customer orders, addressing inquiries, and resolving complaints. A key aspect is proactively fostering and maintaining strong relationships with both key customers and internal sales staff, potentially across various product markets.

Primary Duties

• Research and resolve moderately complex customer complaints and issues.
• Offer consultative advice, insights, and recommendations for solutions to specific problem areas.
• Apply comprehensive knowledge of products, product availability, sales territories, and individual customers to deliver effective customer service.
• Lead continuous improvement initiatives to proactively address and prevent potential issues.
• Act as the main point of contact between customer service and sales, supply chain/logistics, and manufacturing teams to ensure efficient service delivery.
• Develop and implement tracking programs to enhance the overall effectiveness of the customer service department.
• Facilitate communication between customers and sales staff to ensure timely and effective responses.
• Prepare detailed reports to improve customer service offerings and identify key areas for business process enhancements.

Qualifications and Experience

Candidates for this role should possess 5 to 10 years of relevant experience in customer service, ideally within a manufacturing or related industry. The position requires demonstrated leadership capabilities, strong problem-solving skills, and the ability to manage complex customer interactions. Proficiency in fostering inter-departmental collaboration and utilizing data for service improvement is essential.

Work Setting

This is a full-time position located in Dammam. The successful candidate will join Rowad, a company dedicated to leveraging innovative manufacturing technologies and maintaining business excellence across its global operations.

Application Process

We invite qualified candidates to apply for this opportunity to contribute to our customer service leadership team.