Customer Service Representative

About the company

AkzoNobel has been creating paints and coatings since 1792, with a global portfolio that includes Dulux, International, Sikkens, and Interpon. Operating in more than 150 countries, the company focuses on protecting what matters and delivering sustainable solutions that improve everyday life now and in the future.

Role overview

This position is for a Customer Service Representative to manage order-related activities across Middle Eastern markets for the Industrial Coatings (Metal) business. The role involves working directly with customers, coordinating end-to-end order flow, and partnering with internal teams to deliver reliable service.

Key responsibilities

• Handle daily customer service activities for industrial coatings accounts across the Middle East.
• Respond to customer requests and support the full order lifecycle.
• Process orders from start to finish, including delivery-related tasks and TAS activities such as PO, GRN, and invoicing.
• Work closely with Supply, Sales, Demand, and Logistics teams and act as the first contact point for customer enquiries.
• Monitor and review OTIF, SLOB, and back-order performance.
• Ensure orders are received and processed promptly while maintaining strong customer relationships.
• Manage the order-to-cash process with a strong focus on accuracy and efficiency.
• Enter and process customer orders in the ERP system through email, phone, and other communication channels.
• Raise delivery, documentation, and invoicing issues with the supervisor when needed.
• Serve as the initial point of contact for customer questions and complaint resolution.
• Build product and customer knowledge to identify suitable solutions, including alternatives where necessary.
• Suggest improvements to existing work processes.
• Maintain proper filing, registration, and archiving of customer service records and documents.
• Coordinate with field teams and cooperate with Planning and Logistics to ensure a consistent customer service approach.
• Follow company and site policies, personal conduct standards, HS&E requirements, and all applicable regulations.
• Upload final documents to customer invoice portals accurately and on time, ensuring error-free transactions.

Requirements

• Minimum 3 years of experience in customer service.
• University degree or an equivalent qualification.
• Strong written and spoken English communication skills.
• Hands-on knowledge of ERP systems, especially SAP, is required.
• Ability to work under pressure, meet tight deadlines, and handle multiple tasks at once.
• Good interpersonal, communication, and teamwork skills.
• Competence with MS Office tools such as Excel, Word, and PowerPoint.
• Strong customer service and negotiation abilities.
• Good time management with the ability to prioritise work and deliver quickly and efficiently.
• Understanding of related business functions such as sales, supply chain, marketing, and logistics.

Additional information

AkzoNobel is committed to building an inclusive and respectful workplace where people can bring their best selves to work. The company promotes diversity and tolerance and trains its talent acquisition teams on unconscious bias to support fair hiring decisions. All qualified candidates are considered without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.

Requisition ID: 53668

Location

Dubai, Dubai, United Arab Emirates