Representative, Customer Services Rest of MEAF

Chemistry that Matters™

A career at SABIC provides you with an opportunity to leave a lasting positive impact to the world and yourself. From excellent health and well-being benefits to our comprehensive learning programs. We offer a wide range of benefits and offerings that recognize that our people have unique motivations and ambitions. It’s all about matching what matters to you with what matters to us. Let’s explore what matters!

As one of the world’s largest diversified chemical companies, we activate the power of human capital to address society’s future challenges. Through partnerships, we enable life-saving medical innovations and help fight world hunger. We are driving the circular economy for the benefit of communities and our planet through sustainability initiatives, such as our TRUCIRCLE™ portfolio. Our success is built upon the collective excellence of our 32,000 employees in 50+ countries. Our values – Inspire, Engage, Create, and Deliver – are the foundation of our success. To learn more about these and how we strive to Be the Impact, click here: www.sabic.com/en/careers/benefits-that-matter/career-matters/SABIC-Leadership-Way.

Our purpose is "Chemistry that Matters". This is what drives us to do what we do. "Chemistry" goes beyond applying science and technology to enhance the supply of essential materials to the world. It is how we work, to build long-lasting relationships of trust. “What Matters” is making a meaningful impact for the world – through the customers and communities we collaborate with, so that we succeed and grow together.

It is all about matching what matters to you with what matters to us. We are mindful about the importance of the team we are building and how our team members impact to our culture. We believe that good ideas come from anywhere, being inclusive to diverse perspectives is stimulating, encourages innovation and is critical to our mission. Let us explore this together!

For an overview of our work culture and benefits, click here: www.sabic.com/en/careers/benefits-that-matter.

JOB PURPOSE:

• Sustain SABIC image and reputation and maintaining an excellent relationship with its customers
• Ensuring accurate orders processing, efficient shipments tracking and timely delivery to customers as per SABIC standards to meet the targets and customers satisfaction.
• Responding to customers’ requests, overcoming their obstacles and provide first level services.
• Controlling the execution process by working closely with Sales, Production Planning, Marketing, Logistics, Affiliates, Documentation and other concerned departments.
• Monitoring and controlling customers’ shipments to facilitate any difficulties within the delivery cycle, including managing related claims and complaints.
• Following up the shipments with all service providers, customs brokers and any other concerned party.
• Supporting the management, SBU and SABIC strategies, act according to SABIC values and mission.

KEY ACOUNTABILITIES:

ORDER MANAGEMENT

E-business

• Promote e-Commerce to the customers and meets the utilization targets

Pre-Order Management and Order Entry

• Review and validate the sales offer and customer confirmed purchase order
• Check and ensure a good standing financial status before creating/releasing the orders.
• Monitor unblocking process by interacting with Sales according to MAS.
• Create/Release Sales orders according to customer purchase order as per the sales confirmation, and fulfill the order requirements.
• Scheduling the orders based on customers’ requests and materials availability

ORDER FULFILLMENT

• Create outbound delivery and shipment in a timely manner and schedule them to be delivered as confirmed.
• Nominate the shipments to the service providers based on the given allocation from logistics.
• Sending the nominations to service providers and affiliates.
• Fulfill the outbound delivery and/or shipment of any required data such as the reason of delay
• Ensure closing the orders in SAP properly and on time.

DOCUMENTATION

• Responsible of the execution of providing all direct orders (except LC orders) documents. Printing Commercial invoice, confirming B/Ls, printing Certificate of Analysis (supplying if not in the SAP data), providing packing list, Certificate of Origin (COA) and marine insurance, creating Producer Certificate (COP)
• Confirming and following all STO orders B/L drafts, Making necessary corrections.
• Responsible for providing soft copies of the LC orders to CS Team and following the LC processes with HQ Documentation Department.
• Responsible for providing the marine insurance for KSA, EU, or America origin orders by working with HQ Documentation Department.
• LC review is done by CS team not documentation department.

SHIPMENT MONITORING

• Following up the shipments with concerns until delivering the orders to the customers on time.
• Monitor logistics performance to ensure delivering the shipments in a good conditions and as per SABIC standards to avoid customer complaints.
• Investigate in case of shipment delay, update SAP with the applicable reason of delay, and report the delay to the concerns parties.
• Managing claims related to delayed shipments, detentions, demurrage, damages and/or any incident.
• Reporting any failure, incident or performance issue from service providers to the concerns of the logistics and safety

REPORTING

• Prepare and submit day-to-day operations and performance reports
• Issuing special reports based on the request of CS Manager and others.

GENERAL TASKS

• Respond to customers’ requests and communicate in a professional way with a customer oriented style to maintain excellent relationship
• Verify and investigate complaints and claims form customer, service providers, affiliates or any other parties.
• Report any interruptions that would disrupt or delay the work or the deliveries to the customers and resolve them or propose appropriate solutions
• Responsible for orders system related issues
• Responsible for quality notifications assigned to customer service, investigate and update the notification with the resolution and feedback.
• Handling the approved compensation in SAP for any justified complaints.
• Execute diversions and returns process if necessary.
• Execute credit or debit notes if necessary and approved.
• Support the business by issuing free sample orders once approved
• Maintain SAP mater data for the customers
• Resolve Data Quality and Mirror Plant related issues
• Partly responsible for Customer Satisfaction (NPS)
• Provide suggested solutions in case of operational interruptions and approve or escalate solution to the Management
• Issuing SAP repeat agreements for contractual and non-contractual customers.
• Extract the orders list from SAP for repeat calculations and creating repeat credit notes based on the approved figures
• Participate in meetings and projects on demand
• Commit to SABIC and department policies and procedures

REQUIREMENTS

• Diploma degree or equivalent experience
• Customer Service Training and Certification