Order Fulfillment Customer Service Team Member UAE

JOB SUMMARY 

The Order Fulfillment/Customer Service Team Member is responsible for overseeing all aspects of material flow, inventory control, shipping, receiving & customer service within StoneAge’s manufacturing and order fulfillment processes. Key tasks include pulling, issuing, stocking, receiving, and shipping products, as well as greeting walk-in customers and efficiently handling sales and rental requests. This role also involves managing customer accounts to deliver value and satisfaction. 

The ideal candidate will thrive on meeting challenges and driving improvement in customer service, accuracy, quality, processes, efficiency, and personal growth. They should be coachable, hardworking, honest, dependable, and professional, with a team-oriented mindset and the ability to maintain a positive attitude in a fast-paced environment. A commitment to upholding StoneAge’s OWN IT mindset, values, and self-leadership principles is essential. 

This position reports to the European Branch Manager 

ESSENTIAL FUNCTIONS 

• Collaborate with team members to fulfill daily tasks and priorities effectively. 

• Communicate clearly to meet hourly priorities and ensure smooth operations. 

• Learn and proficiently use StoneAge’s ERP and Handheld Scanning system, essential for order fulfillment. 

• Pull, issue, receive, and stock work orders for assembly teams. 

• Conduct and record inventory cycle counts. 

• Identify and report inventory discrepancies. 

• Accurately pick, double-check, pack/palletize, and ship customer orders in the ERP system, maintaining a 99.5% accuracy and on-time shipping metric. 

• Prioritize shipping tasks to meet carrier deadlines using Order Consolidation Dashboards. 

• Process sales orders received via email, phone, and fax. 

• Log customer interactions (e.g., product feedback, market info, contact updates) in Salesforce CRM to share with the team. 

• Manage sales and rentals, including providing price quotes and process orders for Branch customers in alignment with sales expectations. 

• Participate in the Branch On-Call schedule. 

• Embrace and demonstrate StoneAge’s Continuous Improvement mindset by identifying and implementing improvement opportunities. 

• Evaluate and communicate warehousing needs, including space, facility, and work environment requirements. 

• Demonstrate the "Own It" mindset by:  

• Being a great teammate. 

• Practicing self-leadership. 

• Delivering on the StoneAge Assurance Promise. 

• Perform additional duties as assigned. 

KNOWLEDGE AND TRAINING REQUIREMENTS 

Requirements for the Order Fulfillment/Customer Service Team Member 

• Systems Proficiency: 

• • Understand and effectively use StoneAge’s ERP and Handheld Scanning systems. 

• • Proficient in computer use and various software, particularly Microsoft Office Suite (Excel, Word, Outlook). 

• Inventory and Product Knowledge: 

• • Apply First-In, First-Out (FIFO) inventory methods. 

• • Be familiar with all StoneAge product lines and their applications. 

• • Stay updated on new products, including setup, functions, and applications. 

• Customer and Order Management: 

• • Understand processes for opening new accounts, completing sales orders, and handling RMAs. 

• • Know freight terms, customs documentation requirements, shipment tracking, and general shipping procedures. 

• Tools and Resources: 

• • Utilize internal tools like jetting charts and technical manuals effectively. 

• Mindset and Collaboration: 

• • Embrace a continuous improvement mindset. 

• • Be flexible, agile, and committed to meeting internal and external customer needs. 

• • Demonstrate positivity, proactivity, and a strong commitment to teamwork. 

• • Commit to a “Safety First” culture. 

OTHER INFORMATION 

• Must be Fluent in English 

• Must be able to stand for extended periods. 

• Must lift heavy loads (often up to 50 lbs.) using proper lifting techniques. 

• Must be proficient in speaking and reading the English language 

• Be prepared for extended hours during peak times or when short-staffed. 

• Prior experience with domestic and international shipping/freighting is a plus. 

• Previous warehousing and customer service experience is a plus. 

TEAM CULTURE 

• Customer-Focused: Passionate about delivering outstanding customer service. 

• Dedicated: Hardworking, trustworthy, and committed to giving 100% daily.  “It’s not my job" doesn’t exist here. 

• Adaptable and Creative: Agile in the face of change, striving for excellence, and thinking creatively to solve problems. 

• Positive and Fun: Bring joy, humor, and a contagious positive attitude to the workplace. 

• Respectful and Collaborative: Listen to understand, respect others, and foster a spirit of teamwork.