Customer Service Manager – alfanar Electric

Hotel, Restaurant, Tourism
Saudi Arabia 🇸🇦
October 2, 2023

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Job Description

Group overview:

Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design & development centers and a host of facilities in the Middle East and other countries.

alfanar is involved in:

  • Electrical, Electromechanical and Civil Engineering Construction

  • Manufacturing and Marketing Electrical Construction Products

  • Allied Engineering Services

Our Main Divisions:

  • alfanar electric

  • alfanar Construction

  • alfanar Building Systems

alfanar electric

alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electrical construction products.

alfanar electric operates industries in:

  • Riyadh and Jubail, Saudi Arabia

  • Dubai, UAE

  • London, UK

alfanar has a development and engineering center in Chennai, India.

Industrial Complex, Riyadh

The center of alfanar’s industrial activities is alfanar Industrial Complex situated in the Third Industrial Zone on Al-Kharj Road, Riyadh.

Spread across 700,000 square meters, the Complex houses alfanar’s facilities.

The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.

Job Purpose

This position exists to take full responsibility of overall management of Customer Service section. include Plan, develop, execute, and monitor its activities and related systems by optimum resources at efficient cost. Deliver as per company quality standards. Manage the risks and opportunities to bring the section to a further step.

Key Accountability Areas

  • Updating all CSD processes, procedures and protocols.

  • Set corrective action and preventive actions whenever needed.

  • lead the Customer Service part of the monthly QC Committee.

  • Responsible for all customer service related reports and its analysis.

  • Manage all development proposal that can make difference in team performance and quality.

  • Follow up on all types of complaints and assure customers’ satisfaction.

  • Assure data integrity and rectifying all data by coordinating with SBS and SAP team.

  • Run competitive team KPI’s and makes sure to run periodically reviews.

  • Responsible of compliance to standards of processes, procedures and protocols.

  • Making regular reports reviews for the department work to know strengths, weaknesses, opportunities and threats.

  • Regular meetings other units to assure smoothness of all related process flow.

  • Assure all systems (Cisco/C4C/SAP/Email) are up and running.

  • Report technical issues to the Product Marketing Managers to improve products.

  • Explore and implement appropriate solutions to the dissatisfied customers and assure their satisfaction.

Role Accountability

HR Proficiency:

  • Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.

  • Ability to recognize low performers and guide them to improve or release them.

  • Ability to treat subordinates equally without any discrimination.

  • Assessment criteria of subordinates is performance that leads to planned results.

  • Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

  • Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.

  • Able to anticipate problems and make the necessary proactive steps to prevent them

  • Ability to take necessary and proper timely decisions.

Delivery:

  • Deliver the required results in timely manner with required quality and cost.

  • Making a Tangible Difference:

  • Must make a tangible difference to his area of operation. and exceed business expectations.

Business Planning and Performance:

  • Able to transform the corporate goals into business plans.

  • Able to Plan, follow-up and execute those plans, whether they are annual or development plans.

  • Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.

  • Provide periodic work progress reports.

  • Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.

Organizational Development:

  • Develop the organizational structure according to the current requirements taking into consideration future and development plans.

  • Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

  • Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

  • Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.

  • Promote the automated systems and using them fully, to spread its culture.

Quality:

  • Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.

Adaptation:

  • Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

  • Ensure a safe, secure, and legal work environment as per the standard regulations.

Academic Qualification
Bachelor Degree in Electrical Engineering or Mechanical Engineering

Work Experience
5 to 10 Years

Technical / Functional Competencies
Customer Data Management
Customer Focus
Customer Relationship Management
Customer Satisfaction Measurement
Customer Satisfaction Surveys
Customer Service
Customer Service Orientation
Customer Service Programs
Performance Indicators
Process Improvement
Product Development
Quality Control

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