Job Description

JOB DESCRIPTION

Position title: Customer service specialist

Job Area: Sales Operations

Location: Casablanca - Morocco

Business Sector: MENCA

The Company

Electrolux is a successful international company, leader in the home and professional appliances markets with its headquarters in Stockholm.

Our company is present in 60 countries and sells in more than 150 markets with over 55,000 employees around the world. We have been around for more and our success has to be attributed to the entrepreneurial spirit of our people. We believe in exposing individuals to challenging roles, offering them growth opportunities and empowering them to make the right decisions. Our innovative culture created through people with diverse backgrounds provides a framework for developing market-breaking products. Respect and Diversity; Ethics and Integrity; and Safety and Environment awareness govern all that we do.

We have a wide understanding of our consumers’ needs and desires. Through our “Taste, Care and Well-being strategy”, we want to design and produce innovative products and services, that help our customers to reach the goals they desire.

Business Area & the role

The jobholder will be based in Casablanca office reporting to Sales Operations Manager, working closely with the Sales Team, credit specialist, inbound specialist and 3PL.

She/He will be the key responsible to fulfil orders after alignment with Key account managers and delivering those orders to end customers.

Job Responsibilities

• Manage the incoming calls and customer service inquiries.

• Process and manage customer orders

• Track and monitor order status, and provide timely updates to customers

• Review and verify order information and shipping instructions to ensure 100% accuracy.

• Identify and assess customer’s needs to achieve satisfaction.

• Manage with the support of 3PL the returns orders execution.

• Track and manage the recovery of proof of deliveries from our 3PL.

• Maintain daily production and communication of Sales report.

• Archive Sales transactions and returns documents as per the Electrolux guidelines.

Reporting to Sales Operations Manager

Competencies

ENERGY – Deliver Results.

OPENESS – Consumer & Customer Focus

AGILITY – Adaptability.

Educational Requirements

High School diploma with 1 year Customer Service, and or Order Processing Services related experience.

Experience And Skill Requirements

• Excellent communication skills (both written and verbal).

• Must have strong attention to detail and excellent computer skills

• The ability to work on multiple tasks simultaneously to effectively meet required deadlines.

• Experience with SAP a plus.

Language Requirements

Arabic- French (Good written and spoken)