Customer Service Officer Oil & Gas Multinational Company

Summary:

Organize & coordinate operational activities to ensure that they are executed in line with the business requirement and set procedures in the ‘order to invoice’ process.

Job Functions:

The primary function of this role is to serve as the first point of contact for customers, ensuring accurate and timely entry of all orders. The role involves providing and processing information in line with customer requirements, while safeguarding the interests of the organization. Additionally, it supports the coordination of all Customs Declarations related to cargoes handled at the terminal.

Given the 24/7 nature of operations, this position may require working night shifts, flexible hours, and weekends.

Logistics:

• Coordinate with customers and their nominated service providers to:

o Receive, review and evaluate product handling information to ensure safe and timely execution of the orders

o provides operational updates to clients on the status of the orders to provide accurate reporting related to product inventories

o Verify accuracy of month end stock and pass necessary adjustments to ensure correct book stocks are maintained

o reconciles their stocks and investigates variances, if any one respond to their inquiries and manage their complaints

• Coordinate with internal teams:

o plan and execute terminal field activities in a safe manner

o ensure that all product handling is executed safely & in time

o collates information related to client queries and complaints

• Using the Newton order-processing system:

o Prepare and issue the work-orders from the system

o Verify, update and book of orders upon their execution

o Distribute post-operation order advise to clients

o Deliver client inventory and operations reports

o Extract and prepare relevant KPI reports

Maintain daily stock reconciliation records of all tanks.

• Ensure proper identification, filing and archival of the department’s records

• During CSS leave of absence, perform his respective functions

• Assist CSD in the department’s other activities as called upon for.

Customer Service

• Proactively gather feedback from customers through various touchpoints to identify service gaps and opportunities for improvement. Log, track, and maintain feedback register ensuring all issues are recorded accurately, categorized, and escalated where necessary in line with internal SOPs.

• Collaborate with relevant departments to ensure a consistent and positive customer journey across all service interactions, with a focus on timely resolution and satisfaction.

• Analyze periodic customer satisfaction surveys to assess service performance and identify areas for improvement.

3. Customs Declaration

• Arrange for the ‘Delivery Orders’ from vessel agents related to the imports

• Prepare the necessary paperwork for the customs declarations

• Submit all quantities as per BL figures / discharge figures for Import & Export on Dubai Trade

4. Development of Department’s Internal & External Policies & Procedures:

• Ensures in-depth knowledge of the products or services offered by the company.

• Follow’s department’s policies and procedures for internal and external use.

• Continuous Process improvement

• Manage a range of administrative duties, including scheduling, documentation, and internal communication, to support overall team effectiveness, in compliance with organizational procedures and timelines

• Ensure Terminal IMS is updated regularly with the changes in department SOPs.

• Prepare necessary administrative paperwork for departmental expense processing and route it for appropriate approvals.

Health, Safety, Environment, Quality Requirements

1. Uphold a behavior/ attitude whereby health, safety and environment is always taken into consideration (also during contract negotiations).

2. Comply with all health, safety, security, environmental rules and procedures defined and set out by the company. Ensure that any customers visiting the terminal shall follow the rules and procedures.

3. Stop any activity within the terminal in violation of the company’s HSSE procedures and standards.

4. Provide outstanding accuracy and quality whilst executing the responsibilities as listed under Job Function.