Purpose of the Position
The Customer Service Officer is responsible for handling customer inquiries, processing orders, and coordinating deliveries with internal departments. The role ensures accurate order management, timely communication, and effective complaint resolution to maintain customer satisfaction and support business operations.
Responsibilities
- Respond to customer inquiries regarding products, prices, availability, and delivery schedules.
- Refer technical questions to the relevant team and follow up on responses.
- Process customer orders in the ERP system, ensuring accurate product details, quantities, approved prices, and delivery information.
- Coordinate with Sales, Supply Chain, Warehouse, and Logistics to arrange deliveries and follow up on outstanding orders.
- Keep customers informed of order status and potential delays.
- Coordinate with Finance to resolve invoice discrepancies and payment-related order holds.
- Handle complaints, returns, and replacement requests according to company procedures, escalating unresolved issues when necessary.
- Maintain accurate customer records and protect confidential information.
- Prepare service performance reports and recommend improvements.
Qualifications
- Bachelor’s degree in Business Administration, Commerce, or a related field.
- 1–3 years of experience in customer service, order processing, or sales support.
- Proficiency in Microsoft Office, particularly Excel.
- Experience with ERP or CRM systems is preferred.
- Good verbal and written communication skills in Arabic and English.
- Strong attention to detail, organization, and problem-solving skills.
- Customer-focused approach and effective teamwork.
- Ability to manage multiple requests and meet deadlines.
- Customer service or communication training is an advantage.
Skills Required
- Bachelor's degree in Business Administration, Commerce, or a related field
- 1-3 years of experience in customer service, order processing, or sales support
- Proficiency in Microsoft Office, particularly Excel
- Experience with ERP or CRM systems
- Good verbal and written communication skills in Arabic and English
- Strong attention to detail, organization, and problem-solving skills
- Customer-focused approach and effective teamwork
- Ability to manage multiple requests and meet deadlines
- Customer service or communication training
What We Do
MAPEI is a global leader and one of the world's largest producers of chemical products for the construction industry. The company specializes in the manufacture of adhesives, sealants, mortars, and grouts used for installing all types of flooring and wall coverings. Their comprehensive offerings include waterproofing, structural strengthening, and concrete repairs, providing high-quality chemical solutions for every aspect of construction and tunnel building.
