Customer Service Coordinator - Morocco

Job Description

The Customer Service Coordinator - Morocco will be responsible for accurate order entry, efficient shipment tracking, and timely delivery of products to customers. Will work closely with Finance, Marketing and Sales, Logistics and Transportation departments to reduce order cycle times and improve fill rates.

• Main Responsibilities / Tasks
• Enter daily customer orders’ in JDE in a timely manner
• Ensure a close follow up of daily order entering, guarantee strict order management accuracy, ensure a daily follow-up of outstanding claims
• Liaise with third-party logistics provider to ensure proper preparation, shipment and delivery of customer order to the final destination. Make sure daily and regular tracking and follow-up is in place and strictly communicated
• Manage customers’ returns and ensure credit notes are created and validated on a timely basis
• Receive, investigate and answer customers’ claims, respecting a resolution time of maximum 24 hours
• Prepare the weekly sales & stock report, analyze the main gaps and share the status with the stakeholders.
• Support the Customers to propose replacement lines (for OOS).
• Work with Supply Chain daily to ensure smooth deliveries, ensuring that appropriate documents are at the right place at the right time.
• Ensure prices, discounts and customer conditions are updated in the system (JDE), to avoid delayed payment caused by pricing errors.
• Ensure proper preparation and deposit of the invoices at customers’ level
• Collaborate and work closely with our Third-Party Logistics partner and attend monthly operational meetings to address common issues
• Ensure regular archiving and filing of shipping documents.
• Key Performance Indicators / Key Figures
• Order fulfillment lead time
• On-time delivery / Paperwork / Shipment condition
• Lead time to customers reduced
• On Time Delivery
• Number of Customers
• Number of monthly orders
• Candidate Profile : Qualifications / Technical Skills
• Excellent organizational skills
• Team player; able to relate to suppliers, colleagues and team members.
• Customer and Business oriented.
• Understanding of ERP functionalities.
• Knowledge on Customer Service practices and principles.
• Ability to manage (at times) intense workload & to work efficiently and calmly under pressure
• Intermediate to advance excel knowledge.
• Knowledge on JDE, Siebel, Cognos is a plus.
• BAC(Math)+5 or equivalent completed in relevant field (Customer Service preferred)
• Previous / Professional Experience
• Experience as Customer Service representative.
• Demonstrated good communication skills.
• Demonstrate excellent interpersonal skills and be able to work in a diverse and multicultural environment.
• Ability to work in a fast-paced environment
• Additional Information
• English is a plus

Non-LeveledBIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means