Lead Customer Service Agent I

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Ecolab Full time

Join Ecolab's industry leading Customer Service team as Customer Service Rep in Doha, Qatar and see why Top Employer Institute has ranked Ecolab as one of the top Employers in Egypt, Saudi Arabia & UAE. We're growing and need talented people like you to help us continue to protect the world's most vital resources.

In this role, you will be the dedicated contact for Ecolab's largest, most strategic, and profitable accounts and will be responsible for understanding all the special requirements, procedures, and policies for their accounts as well as those of the team. In addition to order entry and general inquiry response, the role will focus on improving the relationship with internal and external customers and resolving problems related to the order-to-cash process. Enhancing the relationship in this way adds value by contributing to the retention of Ecolab's most important customers.

What's In It For You

  • The opportunity to work for one of the Top Employers in 2022.
  • The opportunity to take on some of the world's most meaningful challenges, helping customers achieve clean water, safe food, abundant energy, and healthy environments.
  • The ability to make an impact and shape your career with a company that is passionate about growth.
  • The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best.
What You Will Do
  • Advanced Order Management in applicable ERP system(s) - processes and tools.
  • Check product availability.
  • Check customers' credit limit and status; follow up on orders release from Finance.
  • Internal / External Customer point of contact in case of issues.
  • Review open orders and initiate discussions with internal customers.
  • Maintain and file all records in accordance with company procedure.
  • Handle all routine scenarios autonomously, with the right priority.
  • Apply applicable business service standards.
  • Correctly apply existing solutions to business scenarios; as instructed, follow guidance to develop knowledge for her/his business(es).
  • Demonstrate & apply essential knowledge of 'Demand To Order To Cash'.
  • Demonstrate essential knowledge of (chemical) logistics requirements and chemical supply chain.
  • Act as the customer's advocate inside Ecolab: represent customer issues with internal contacts.
  • Listen to what customers are saying and seek input to adjust actions based on feedback.
Minimum Qualifications
  • Requires secondary diploma or equivalent.
  • Meets commitments.
  • Builds trust and confidence through mutually respectful, ongoing communication.
  • Displays a readiness to provide assistance to customers. Proactively escalate to seniors as required.
  • Works to understand business(es) served.
  • Is open to feedback - able to rationalize / challenge in a professional manner.
  • Takes initiative, not being content with the status quo, curious when problem-solving.
  • Contributes to workplace dynamics.
  • Is clear, concise, and articulate in communications and demonstrates effective listening skills.
  • Understands differences and captures value from those differences; treats everyone with respect.
  • Able to manage work pressure in regular business situations. Active in developing stress relief.
  • Open to new approaches and ideas.
  • Positive in the face of challenges and recovers quickly.
Preferred Qualifications
  • Requires Bachelor's Degree or equivalent; 1-3 years of customer service experience; 1-3 years SAP experience.
  • Ability to work independently in a fast-paced environment.
  • Fluent in English.

In a world with increasing water shortage and contamination challenges, Nalco Water, an Ecolab company, helps customers conserve more than 161 billion

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