Customer Services Manager📣 Job Ad

Join Our Team as a Customer Service Manager - Order Fulfillment!
At Beckman Coulter Diagnostics, a part of Danaher Corporation, we're looking for a talented Customer Service Manager to oversee our Customer Service Department and support the commercial growth in the Saudi market. This position offers a unique opportunity to lead a high-performance team and drive service quality for our customers.

Key Responsibilities:

• Oversee daily Customer Service operations to ensure optimal performance and service quality.
• Lead, coach, and mentor Customer Service Associates to foster a collaborative work environment.
• Continuously improve departmental processes for enhanced efficiency and compliance.
• Implement Daily Management tools and collaborate with cross-functional teams to support business growth.
• Ensure timely and accurate order processing, invoicing, and customer communication.
• Conduct customer site visits to understand operational needs and order management.
• Ensure adherence to export control regulations and monitor credit status.

Qualifications:

• Bachelor’s degree in Business Administration or related field.
• 5–10 years of experience in customer service or supply chain management.
• 3–5 years of proven leadership experience.
• Strong knowledge of order-to-cash processes and proficiency in ERP systems.

Preferred Skills:

• Experience in Healthcare or Diagnostics industries.
• Continuous improvement methodologies background.
• Strong communication skills in English and Arabic.

Join our winning team today and make an impact in the science and technology sectors!

Company Overview
The Al-Majid company for Oud was established in 1956 to create a promising market in the field of Oud trade through the wholesale sector, culminating in more than 60 years of experience in the Oud and perfume industry and its products across the Gulf market, by creating and innovating new fragrance lines that contributed to expanding the customer base and shifting towards retail trade to reach more than 380 sales platforms in the Kingdom of Saudi Arabia, Kuwait, the United Arab Emirates, Bahrain, Oman, and Qatar.

Job Objective
Supervising the customer service team and improving the quality of service provided, ensuring customer satisfaction and enhancing their loyalty to the company.

Tasks and Responsibilities

• Developing and implementing customer service strategies that align with the company's goals
• Managing and directing the customer service team (recruitment, training, performance evaluation)
• Following up on customer inquiries and complaints and working to resolve them effectively
• Continuously developing and improving customer service policies and procedures
• Analyzing customer data and performance indicators (KPIs) such as customer satisfaction and response time
• Coordinating with other departments (sales, marketing, operations) to enhance customer experience
• Preparing periodic reports for senior management on customer service performance
• Ensuring compliance with quality standards and customer service

Required Qualifications and Experience

• Bachelor's degree in Business Administration or a related field
• Previous experience in managing and developing customer service
• Knowledge of Customer Relationship Management (CRM) systems

Core Skills

• Strong leadership and management skills
• Excellent communication skills (verbal and written)
• Ability to solve problems and make decisions
• Data analysis skills

Key Performance Indicators (KPIs)

• Customer Satisfaction Level (CSAT)
• Net Promoter Score (NPS)
• Complaint Resolution Rate on First Contact
• Average Response Time

Job Objective:
Lead and manage the customer service department to ensure an exceptional customer experience while enhancing customer satisfaction and retention in alignment with organizational goals.

Responsibilities:

• Direct supervision of the customer service team and organizing work schedules.
• Develop and continuously improve customer service policies and procedures.
• Monitor key performance indicators (KPIs) and measure customer satisfaction levels.
• Handle complaints and escalations professionally and promptly.
• Train and develop the team to enhance their competencies.
• Prepare regular reports for senior management.
• Coordinate with other departments to ensure a seamless customer experience.
• Propose innovative solutions to improve service and increase loyalty.

Qualifications and Requirements:

• Bachelor's degree in Business Administration or a related field.
• Experience of 3-5 years in customer service, including supervisory experience.
• Strong leadership and organizational skills.
• Excellent communication skills in Arabic and English.
• Ability to handle work pressure and make decisions.
• Proficient in using CRM systems and computer applications.

Personal Skills:

• Fluency and good presentation skills.
• Quick problem-solving abilities.
• Proactive attitude.
• Attention to detail.