We need a Customer Support Representative
Job Requisition ID: 181759
About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.
Overview of the role
We are seeking a proactive and customer-focused Customer Service Representative, Commercial Vehicles to join the FAMCO KSA. You will serve as the primary point of contact for customers while supporting showroom operations and coordinating with the sales, aftersales, warehouse, and logistics teams. The role is responsible for handling customer inquiries, coordinating deliveries, supporting order fulfilment, preparing documentation, and helping ensure a smooth and positive customer experience.
What you will do
- Serve as the first point of contact for customers and respond to sales, service, and general inquiries professionally and promptly.
- Handle customer concerns and complaints in line with company service standards.
- Support walk-in customers and coordinate their requirements with the sales and aftersales teams.
- Maintain accurate and organised records of customer interactions, transactions, deliveries, and communications.
- Contribute to customer satisfaction and retention through responsive and reliable service.
- Coordinate with sales, aftersales, warehouse, and logistics teams to support seamless order processing and fulfilment.
- Prepare delivery schedules and ensure that all required documentation is complete.
- Maintain and update stock reports to support accurate inventory tracking and reporting.
- Prepare daily stock and sales reports and support stock updates and provision calculations.
- Create and update customer information, vendor accounts, and related data.
- Prepare and process payments and invoices in accordance with company procedures.
- Monitor receivables and follow up on outstanding customer payments.
- Review and verify work orders before billing to help ensure accuracy.
- Submit invoices to customers promptly and maintain proper supporting records.
- Ensure compliance with applicable safety regulations and manufacturer guidelines.
Required skills to be successful
- Bachelor's Degree or equivalent
- Hands-on experience working in the Construction Equipment industry in KSA, with a strong understanding of the local market
- Working knowledge of Microsoft Office, with SAP experience preferred.
- Strong customer service and customer-focused mindset.
About the team
You will be part of the FAMCO KSA team and will report to the Regional Aftersales Manager. You will work closely with colleagues across sales, aftersales, warehouse, and logistics to coordinate customer requirements, deliveries, order fulfilment, and showroom operations.
What equips you for the role
- Confidence in managing customer inquiries and coordinating requirements with internal teams.
- Familiarity with stock reporting, invoices, payments, receivables, and delivery documentation is advantageous.
- A proactive, organised, and customer-oriented approach.
- The ability to maintain accuracy while working in a busy and fast-paced environment.
- Excellent communication and interpersonal skills.
- Strong organisational and time management abilities.
- Ability to manage multiple tasks and coordinate effectively across different departments.
- Good attention to detail and accuracy in documentation and reporting.
- Practical problem-solving skills.
- Ability to collaborate effectively as part of a team.
- Ability to work efficiently under pressure.
- Proficiency in Microsoft Office applications.
Al-Futtaim Automotive is one of the region's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa.
With a portfolio of more than 25 world-leading brands, we deliver one of the region's most comprehensive mobility ecosystems.
Our capabilities span passenger vehicles, commercial vehicles and industrial equipment, backed by integrated logistics, leasing, aftersales and financial services that deliver a seamless customer experience across every stage of the mobility journey.
Our vision is to become a world-class mobility player, creating better experiences for our customers through innovation, digital transformation and a relentless focus on customer experience. We work alongside some of the world's most trusted automotive brands to shape the future of mobility, delivering solutions that meet the evolving needs of individuals, businesses and communities.
Behind everything we do is a team of more than 9,000 colleagues united by ambition, collaboration and a shared commitment to progress. Together, we're shaping the future of mobility, embracing new technologies and creating better experiences for our customers. At Al-Futtaim Automotive, you'll be empowered to turn ambition into action and help move our customers, our business and your career forward.
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