Customer Service Specialist

The candidate we are looking for will be placed within the Logistic Department and will deal independently with the following activities:
- Understand the customer needs and ensure full ownership of all customer requests / orders
- Analyze & maintain customer orders in SAP
- Manage customer cases while providing continuous visibility to customers and ensure effective follow-up until full resolutions of customer requests or issues
- Handle incoming calls and customer service inquiries to a successful outcome
- Develop the system reporting methods to extract data used for managing supply chain, delivery
- Collaborate with all departments to ensure resolution for the best customer experience and maintain a positive feedback loop. 
- Provide guidance for the customers on the phone and through email support
- Collect & follow up customer complaints and dispatches if product related claims.
- Solve customer complaints related to logistics (late delivery, change of date / time of delivery….)
- Ensure that complaints are resolved effectively and without delay to increase customer satisfaction
- Other tasked related to your position may be requested by your hierarchical manager.

Basic requirements for holding the position:
- Good knowledge of Microsoft Office tools including Excel
- Good Knowledge of SAP (highly important) 
- Excellent communication skills and proactive customer service skills
- Ability to deal with multiple requests/tasks and prioritize urgent requirements
- Solid customer care experience in automotive/aerospace industry knowledge is a must

Preferential requirements:
- Post graduate degree/Master
- Minimum 3 years of relevant experience in the same field 
- Knowledge of French and English languages

Work location: Morocco – Kenitra – Atlantic Free Zone Park