Customer Service Manager – Yale

Primary objective of this position:

Build customer service function and making sure that the Customer Service function supports setup of the new Yale ME organization and grow sales in the region

Main Duties & Accountabilities:
 Ensuring Customer satisfaction
 Enhance good level of response time between customers and internal departments.
 Taking care of certification in different levels
 Full analyse of sales and purchasing cost numbers.
 Ensuring that all customer orders are registered and confirmed within agreed frames.
 Follow up on customer orders ensuring these are delivered according to the company’s promises to customers.
 Ensure that all required export documents are issued.
 Develop customer service procedures, policies, and charts
 Ensuring smooth handling of customer orders.
 Co-ordinating shipments from overseas suppliers
 Closely working together with distribution making sure shipments are packed according to destination’s customs authorities’ requirements.
 Delivering inputs to ERP system ensuring seamless flow in customer service
 Updating customer pricelists in ERP system
 Ensuring ERP is always kept up to date with all customer data

Education / Qualifications:
Essential

 Minimum 5 years’ experience with customer service functions or similar

 Minimum 2 years’ experience with Drop Shipments overseas.

 Experience in working with ERP systems, preferably in MS Navision or Axapta

 Extensive experience in working with Microsoft Office software’s

 Ability to handle customers with a smile via both verbal and written communication

 Experience of working across different markets and cultures

Desirable
 International outlook with exposure to working across several markets
 Experience of working in a branded business
 Experience of working in consumer facing branded businesses either in FMCG or Consumer Durables
Generic competencies:
 Fluent in English, Arabic is an advantage
 Basic knowledge of Middle East cultures
 Teamwork
 Customer orientation
 Problem Solving
 Continuous Improvement
 Planning and Organisation
 Ambitious
 Desire to succeed
Functional Competencies:
 Must have energy, enthusiasm and commitment and capable of making an impact in the short term.
 Capable of taking responsibility, showing initiative, creativity and working in a small team.
 Excellent communication skills and ‘can do’ attitude.
 Must be able to persuade, influence and motivate people at all levels
Personal characteristics :
 Ability to work in a team
 Positive and professional attitude
 Able to work to tight deadlines & manage numerous priorities Willingness to ‘roll up sleeves’ and get stuck in

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.