Customer Service Representative

Location: Dubai, United Arab Emirates

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.

JOB OBJECTIVE

• Develop close and confident relationship with Customers to satisfy their needs. Manage communication and relation with the Customer.
• Take total ownership on Customers’ Purchase Orders (PO) from their date of receipt to their delivery and invoicing.
• Co-ordinate the order treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department and Logistics.
• Share customer knowledge to all relevant internal stakeholders
• Is responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.
  
  
  

ROLES & RESPONSIBILITIES

• Act as main interface with Customers, Account Managers and Technical Consultants during customer’s purchase order treatment.
• Is responsible for order management once PO is in.
• Validate customers’ Purchase Orders, according to “Thales DIS Customer’s Purchase Order Review” process
• Create and Validate the Product code (unique Order Item) in coordination with customer and Technical Consultants and manufacturing sites.
• Coordinate Customers’ executables for Sales Order production (artwork validation, specific payment conditions, input files…)
• Ensure customers’ Purchase Orders are registered accurately and timely matter in Thales DIS order entry systems to allow treatment by Planning dept.
• Plan the Sales Orders shipment date with the Manufacturing site as per Customer’s requested delivery dates and delivery location based on agreed incoterms
• Preparing for all documents and for imports and exports and strictly follow Trade compliance regulation
• Apply for external Inspections thru SGS/BV following the Customer country customs regulations
• Relay information around orders to/from Customers versus internal teams.
• Follow up the Sales Orders and process the shipment and invoicing, in a proactive mode
• Is in charge of Customers’ complaints registration and follow up post delivery
• Contribute to the short-term billing forecast exercise in volume and to its achievements
• Is responsible for backlog report accuracy through ERP data update when relevant
• Contribute to inventory optimization based on inputs from the Supply Chain and through the selection of proper supitem at order booking level.
• Provide the agreed reports to Customers
• Attend some Customers’ meetings, be present with internal teams when Customers visit Thales DIS facilities
• Launch Risk Order procedure , when necessary
• Inform Sales Operations on the receipt of non-forecasted Customers’ PO
• Ensure recording Customer’s file as per Thales DIS Customer Order File Checklist
• Contribute to contract review with Sales, especially on Export regulations, Manuf lead times, export documents
• Review, prepare and submit documents against Letter of Credit with target of 0 discrepancy.
  
  
  

Internal/external interface

• Planning dept., Order Administrators, Studio, Sales Operations, , Account Manager, other Customer Service representatives/Managers, Logistics, Credit Management, Finance, Technical Consultants …
• Customers, external control companies (Veritas,…), Chamber of Commerce…. when applicable
  
  
  

WORK EXPERIENCE REQUIREMENTS

• 2 to 3 years’ experience in similar role in a Multi-National Company
• Experience in Logistics- export and import and International Trade
• Experience with document preparing against Letter of Credit
  
  
  

QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS

• International Trade, Sales administration and logistics (Letter of Credit, Payment Terms, Customs Rules, Trade compliance, Incoterms…)
• System Tools : IT Literate (Microsoft Pack Office, …)
• ERP (Oracle)
• College graduation and above preferably in International trade & Business or Supply Chain or Finance/Commerce
• Proficient in English
  
  
  

PREFERRED SKILLS

• French, Arabic, Turkish language knowledge is a plus with business communication proficiency (oral and written)
• Customer oriented and availability
• Ability to work in a fast-paced and dynamic environment.
• Good organization skills, Self-initiatives
• Stress resistant
• Team player
• Good at interpersonal-& intercultural communication
  
  
  

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

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