Customer Service International Sales

Job Description

1.   Job Purpose
Our main objective is to be in direct and daily contact with the customers offering them an integral service from arrival of an inquiry until its approval and further shipment with all the involved arrangements. Our department covers the whole process, including customs handling.
 
2.   Principal Accountabilities
 

• As customer service (ISM):
• To be in daily contact with customers, Sales or Agents to offer them the most suitable products based on their requirements together with sales.
• Daily correspondence answering our customers about claims, new projects, quality documents (ALBA, GMO, SPECIFICATIONS, ALLERGEN, KOSHER, HALAL, ETC..)
• To enter document request via Salesforce
• To request our Application Department about samples (standard and new developments) as well as technical information to send it to customers/Sales or agents.
• To enter SARs into Sampling data Base.
• To enter quotation in QDB if needed, to send quotations including freight, legalization and insurance cost to customers. Once approved, to upload them to SAP
• To issue Proforma Invoices
• To ask Compliance department for the approval for third countries
• To be in contact with Credit control to agree new payment terms for new customers or existing ones, as well as to ask for payments if needed
• To be in contact with EMEALC for all processes regarding LC, and to fulfil the EMEALC requirements about LC
• To maintain SAP master data:

• To enter claims in CRM.
• To follow up claims and providing them the QR issued by Quality Manager
• To follow the guidelines for SOX Control

• To follow ADM Guidelines.

• As order handling (depending on the country):
• To enter the incoming orders into SAP
• To send order confirmation to customers
• To be in contact contact with Production Manager and Qualtiy department for all the changes requested by customers.
• To check labels and enter  the required info into SAP including translations except Arabic language
•  To schedule loadings together with logistics department
• To arrange the transport (by road, sea or air)
• To be in contact with the forwarders or with our customs agent to arrange the customs clearance without delay
• To issue all export documents
• To issue the corresponding documents for the representative samples
• To be in contact with banks for payment terms as Cash Against Documents and Letter of Credits
• To issue documents according to L/C
• To send documents to be attested by the Chamber of Commerce and legalizing them if necessary by the corresponding Embassy
• To issue invoices, credit and debit notes
• To group goods from other Wild entities to ship  to customers
• To make a follow up of the deliveries
• To enter Returned orders and the agreed credit notes
• To solve unloa