Customer Service & Quality Assurance Executive

Job Title

Customer Service & Quality Assurance Officer

Business

Lubricants Marketing

Job Purpose

Receives and process's all ENOC Lubricants Marketing and local customer EPPCO Lubricants orders. To co-ordinate delivery of orders and prepare and maintain customer records, in addition to prepare all documentation that are related to export orders.&
Leasing with Marketing & Communication team in the label's art works development boost brand image of ENOC and EPPCO.
Act as QMR for the Lubricants Marketing. Role will be expected to conduct specific studies, review current processes, systems and recommend improvements to bring about continuous improvement of business standards at Commercial International Sales Department

Principal Accountabilities

Receives and processes all orders received from all customers' accounts. Raises invoices to customers and sees that all orders are timely executed
Responsible for documenting all customers' orders in conjunction with logistics supervisor and finance. Processes to include; Order process, Supply chain management, Invoicing, Pricing, Sales reporting and storage
Co-ordinates with Marketing Finance, plants, shipping agents, government authorities, banks and other agencies as necessary for export shipments and L/C documentations. Preparing, obtaining approval, and submitting all export documentation
Create customers account in CRM system and ensure all approved terms and conditions are applied
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Preparation of quotations proforma invoice (PI) on order entry. etc. in oracle based ERP system
Develop private label rebrand price list on monthly bases and update system price master file.
Scheduling dispatches with blending plant on a weekly basis and coordinating with different inspection certified offices such as CIS, SGS and ITS to have the lubricants tested certified and containers sealed before shipping
Assist finance department by providing details of unidentified receipts, payments follow ups etc
Effectively monitor Account Receivables by issuing the Customer Statement of
Accounts and ensure all due amounts are collected as per the agreed upon credit terms and conditions on regular basis
Provides support to ELM activities during Key Account Visits to ENOC Head Office
Image
and distributor staff pool training programmed
Continue support in handling Sales & Operations Officer job for toll blenders in case of any emergencies required and during Sales &Operations Officer annual leave
Contribute in the design process of any new Brand and Product Look features related programs
Assist ELM Marketing division in developing and/or update of products labels and Carton Art Works (ENOC, EPPCO Brands and CO-Brand), coordinate label requirements with stake holders (Sales, Marketing and Technology) o Raise MOC for any required changes related to Labels

Additional Principal Accountabilities

Quality Management Representative Accountabilities:
Establishment and maintenance of the Quality Management System according to (ISO
9001, 14001, 10002, 10004, OHSAS 18001 and 26000)
Quality documentation for IATF 16949-2016
Project planning and management for developing ELM Certifications.
Control of the ISO 90001, 18001, 14001 10002, 10004,26000, IATF 16949-2016 implementation to the organizational amendments and changes
Control of the correct application of the work instructions and procedures through internal audits
Reporting to EML Managers on the performance of the Quality System by identification, investigation of the Quality problems, Internal Audits, Corrective and Preventive Actions
Identify, record any problems related to the product, process and quality system, and recommend solutions for these problems
Conduct the Management Review Meetings twice a year
Conducts / facilitates internal and external audits per Group Quality Audit Schedule to ensure compliance to International Standards related to Quality, Environment, Customer Satisfaction & Complain  Handling , Business Continuity Management ISO 9001, 14001, 10002, 10004 and OHSAS 18001) and guidance standard on Social Responsibility ISO 26000
Ensures implementation of quality assurance programs including Awareness of guidelines and monitoring of measures to assess quality standards
Maps and studies the operational processes to ensure processes are efficient, cost effective and aligned to international standards and benchmarks. Develop enhanced procedures based on the outcomes and ensure buy in from stakeholders
Ensure consolidation of External & Internal audit findings into the System for management of corrective actions. Follow up on open calls to ensure corrective actions, monitor timely closure of calls and support the businesses for effective resolution of corrective actions

Experience

University graduate in Business/ Administration or Quality Management
2 years relevant experience in the lubricants business preferable
Computer literate
Fluent in spoken and written English
Good communication and negotiating skills
Have good knowledge on Quality Management System. Acquainted on Internal audit system is must.
Certified internal auditor preferable