Reporting to General Manager, mainly responsible to continually improve customer service efficiency and effectiveness.
Core Responsibilities:

Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company\'s needs.
Define and measure KPIs to improve the team performance.
Ensure continual upskilling in customer services through evaluation, development and training of staff.
Attend weekly sales meeting. Periodically visit the customers.
Ensure the department operates in accordance with Company policies and procedures.
Comply with responsibilities as laid down in the Company\'s Health & Safety Policy in order to ensure a safe working environment within the department.
Develop and Maintain effective working relationships across departments as well as with external stakeholders (Customers, Contractors, Suppliers, and Auditors).

NATPET Schulman Specialty Plastic Compounds is First ever Company in Saudi Arabia to achieve IATF 16949:2016 certification.
Reporting to Sales Director, responsible to ensure high level of customer satisfaction by maintaining Effective communication with all customers. Responsible for Europe, Asia Pacific, India, Mexico, and USCAN Markets. This role mainly involves work on Smartsheet, and SAP SD & LE.
Core Responsibilities:
Arrange demand plan and POs from customers, and coordinate with Materials planner and Production planner to ensure RM & PM availability to ensure customer orders are fulfilled.
Give order confirmations (to Marketer region in Smartsheet and to JV Territory thru Sales Order copy) to the customers based on production plan.
Issue Sales orders, Custom Invoices, Proforma Invoices, and coordinate with logistics planner to ensure shipments are delivered according to customers\' RDD.
Receive Bill of Lading draft from shipping line, review and confirm to shipping line.
For LC shipments, receive LC draft from customer and review it together with Logistics planner & Accountant and send confirmation to the customer.
Work on Smart Sheet and prepare gap analysis report for Customer POs vs customer demand plan. Share the findings with customers for necessary action to align all stakeholders.
Conduct weekly Supply Plan meeting with A. Schulman GmbH, Germany team.
Prepare daily, weekly and monthly sales analysis reports for management.
Responsible to arrange Air Freight for Samples shipments to Europe, APAC, India, Mexico, and USCAN markets.
Issue billing documents (invoices) for sailed shipments, submit invoices to customers thru email and update the information in smartsheet.
Prepare monthly sales reports for management.
Maintain Statement of Account for all customers and follow up on overdue invoices.
Submit monthly Sales & customer service KPIs report to Plant manager for management review of Organization\'s monthly KPIs.
Represent Sales & Marketing Department in all internal and external audits. Succcessfully represented Sales & Marketing department in IATF 16949:2016 audit.

Reporting to Business Unit Head in this role, mainly responsible to develop and execute Sales strategies. Maintain and strengthen portfolio of existing clients.
Core Responsibilities:

Manage all sales related aspects for existing and new accounts.
Monitor Warehouse Space availability reports to generate sales inquiries to fill vacant space.
Conduct periodic meeting with existing clients to resolve issues for improved service levels.
Train, evaluate and manage sales & customer service team.
Plan, prioritize and delegate tasks to ensure proper functioning of the department, and monitor team\'s performance.
Prepare Quotations, Negotiate contracts with clients, and prepare Service Level Agreement.
Close monthly sales in SAP SD, prepare monthly sales analysis reports using SAP BI for management review and decision making.
Create and maintain Master data of customers, materials, and pricing conditions in SAP SD module.

Customer Service Manager, 10/2015 to 8/2016
Promoted to this role to evaluate, train and manage customer service reps and transport coordinators in order to improve department\'s overall performance. Plan, coordinate and control the activities of Customer Service team to maintain and enhance customer relationships and meet the organizational objectives.
Core Responsibilities:

Develop and implement customer service policies and procedures.
Define and communicate customer service standards to the team.
Prepare Service Level Agreements (SLAs). Review and assess Service Level Agreements (SLAs) and make necessary amendments upon mutual agreement of company and the customer.
Prepare and analyze monthly Sales reports through SAP BI module for management reporting and decision making.
Measure KPIs and take corrective actions to ensure Customer specific service levels are met.

Key Account Manager, 10/2012 to 9/2015
Responsible for managing a portfolio of key accounts and for delivering client-focused solutions based on customer needs. Also, In-charge of maintaining a strong sales pipeline through effective relationship building, account management and lead generation.
I was also involved in End to End implementation of SAP SD Module, user acceptance testing, and training to End users from Client End. I prepared SAP SD End user manual for the Business.
Key Accounts:

BINZGAR UNILEVER CO. LTD, KSA (Until Sep 2015)
TRANSMED CO. LTD, KSA (Until Sep 2015)
NATIONAL BISCUITS & CONFECTIONARY CO. KSA (Until Sep 2015)
TAMER GROUP, KSA (Until May 2013)
SAUDI FOOD INDUSTRIES (NESTLE) CO. KSA (Until June 2012)
NATIONAL FOODS INDUSTRIES CO. KSA (Until Dec 2011)

Core Responsibilities:


Maintain contact with Key Accounts to ensure high levels of client satisfaction.


Monitor KPIs for Key Accounts and fill the gaps. Ensure Service Levels are met.


Conduct meetings with customers to review performance and resolve the issues.


Prepare Monthly Sales reports and Sales volume analysis against sales targets.


 Maintain Statement of account for Key Accounts and ensure healthy cash inflows.


 Prepare Service Level Agreements and align customers’ requirements with SLA.


 Ensure UWC Sales month, and Binzgar Unilever Shipments month are closed successfully.


 Create Sales Orders and Billing Documents to record Sales in SAP.


 Troubleshoot issues raised by SAP SD end users in SAP Solution Manager Module, escalate the unresolved issues to Head Office SAP SD Functional Team Lead for resolution.


Sales & Customer Service Coordinator, 11/2009 to 9/2012
Core Responsibilities:


Prepare customers’ inventory reports and share with customers.


Respond to customers and prospects inquiries through email, phone and in person.



Record and resolve customer complaints by taking prompt necessary actions.



Plan, organize, and lead quarterly/annually stock counts as per customer requirement.



Prepare and maintain Statement of Account for customers and follow up on pending payments.

Core Responsibilities:
Market intelligence on competitors\' pricing and promotions to devise Sales strategies.
Develop and expand distribution network by offering after sales services to customers, and by making agreements with sub-distributors.
Costing, Pricing and demand forecasting. Periodic follow up on payments. Periodic Sales audits.

Core Responsibilities:
Work in attachments with Area Manager, Trade Marketing Officer, Sales Promoters and Brand Ambassadors.
Ensure in-shop merchandizing, visibility of brands and other merchandising materials.
Coordinate in new promotions launch focusing on below the line marketing activities.