Customer Service Representative

About AkzoNobel

Since 1792, AkzoNobel has been delivering innovative paints and coatings that enrich lives and protect valuable assets. Our globally trusted brands such as Dulux, International, Sikkens, and Interpon serve customers in over 150 countries. We combine expertise with a commitment to sustainable solutions to preserve today’s resources and develop a better tomorrow. Join us in shaping the future of coatings.

Job Purpose

We are looking for a committed Customer Service Representative to manage order operations for Industrial Coatings (Metal) across Middle Eastern countries. The role involves customer interaction, end-to-end order management, and collaboration with internal teams to ensure top-quality service.

Key Responsibilities

• Handle daily operations for Industrial Coating customers across the Middle East.
• Engage directly with customers to service their orders effectively.
• Manage complete order processing including delivery, purchase orders, goods received notes, and invoicing.
• Work closely with Supply, Sales, Demand, and Logistics teams and act as primary contact for customer inquiries.
• Oversee tasks such as OTIF (On Time In Full), SLOB (Slow Moving and Obsolete Inventory), and Back Orders.
• Ensure efficient and prioritized order receipt and processing with strong customer relationship management.
• Maintain excellence in the order-to-cash process.
• Record and process orders received through various channels in the ERP system accurately.
• Identify and escalate issues related to delivery, documentation, or invoicing to supervisors promptly.
• Serve as the first point of contact for answering customer questions and resolving complaints.
• Gain sufficient customer and product knowledge to provide fitting solutions and suggest complementary or alternative products.
• Recommend process improvements to enhance work efficiency.
• Maintain organized records of customer service documentation.
• Coordinate effectively with field teams, Planning, and Logistics to ensure consistent customer service standards.
• Comply with all corporate and site policies, including HS&E standards and regulations.
• Upload final documentation to customer invoice portals accurate and on time to ensure error-free transactions.

Experience and Requirements

• Minimum of 3 years' experience in customer service.
• University degree or comparable qualification.
• Fluent written and spoken English skills required.
• Proficiency in ERP SAP systems is mandatory.
• Ability to work efficiently under pressure and meet tight deadlines.
• Strong multitasking abilities coupled with interpersonal and communication skills.
• Team player with strong collaboration skills.
• Proficient in Microsoft Office applications including Excel, Word, and PowerPoint.
• Excellent customer service and negotiation capabilities.
• Strong time management to prioritize and complete tasks swiftly and effectively.
• Good understanding of related functions such as sales, supply chain, marketing, and logistics.

Additional Information

AkzoNobel is committed to fostering an inclusive, respectful work environment embracing diversity and tolerance. We actively address unconscious bias through education for our talent acquisition teams. All qualified candidates receive consideration without discrimination on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, or disability.