Customer Relations Officer

Position Purpose

To deliver responsive, professional customer service and reliable commercial coordination for the Animal Health Division, ensuring accurate order administration, proactive delivery follow-up, effective communication and timely resolution or escalation of customer requirements.

Key Responsibilities

• Customer relations and service: Act as a primary administrative contact for assigned customers; respond promptly and professionally to calls, emails and enquiries in Arabic and English; record requests, feedback and complaints, and escalate technical or commercial matters to the responsible team.
• Purchase orders and sales coordination: Receive and register customer purchase orders; check completeness and alignment with approved quotations; coordinate order entry and amendments with the sales coordination team; maintain an accurate PO and order-status tracker.
• Order fulfilment and delivery follow-up: Coordinate with sales support, warehouses, logistics and dispatch teams in Jeddah, Riyadh and Khobar to track order readiness, dispatch, delivery dates and exceptions; proactively update customers and escalate delays.
• Delivery confirmation and documentation: Confirm receipt and condition of delivered goods with customers; follow up on Goods Receipt Notes (GRNs), delivery acknowledgements, discrepancies and missing documentation; maintain a clear audit trail.
• Quotations and export support: Prepare draft quotations and proforma invoices (PFIs), including export enquiries, using approved pricing, terms and templates; obtain required approvals before release; maintain quotation registers and follow-up records.
• Customer and product records: Maintain accurate customer contacts, product usage information, correspondence, purchase history and service issues in approved systems; protect confidential commercial and customer information.
• Finance coordination: Coordinate with Finance on invoice copies, customer payment confirmations, statements and outstanding documentation; follow up with customers when requested, without independently approving credit, discounts or payment terms.
• Reporting and management support: Provide regular updates on open POs, overdue deliveries, GRNs, complaints and customer actions; prepare concise reports, support meetings and maintain organized electronic records.
• General administration: Coordinate reasonable office administration and supply requirements and carry out other relevant duties assigned by the Division Manager.

Qualifications and Experience

• Education: Diploma or bachelor’s degree in business administration, customer service, marketing or a related field preferred.
• Experience: Prior experience in customer service, sales coordination, order administration or a similar office based role preferred; motivated entry-level candidates may also be considered.
• Languages: Strong Arabic communication skills and practical business English, both written and spoken.
• Digital skills: Proficiency in Microsoft Outlook, Excel and Word; experience with ERP/CRM systems is an advantage.

Core Competencies

• Service mindset: Professional, courteous and solution-oriented communication with customers and colleagues.
• Accuracy and ownership: Attention to detail, dependable follow-through, documentation discipline and accountability.
• Organization: Ability to prioritize multiple requests, meet deadlines and coordinate across functions.
• Judgment: Understands approval limits, confidentiality and when to escalate issues.

Suggested Performance Indicators (KPIs)

• Responsiveness: Timely acknowledgement and follow-up of customer requests.
• Order accuracy: Completeness and accuracy of PO records and related documentation.
• Delivery visibility: Timely customer updates and escalation of delayed or incomplete orders.
• Closure: Timely collection of GRNs and resolution/escalation of customer queries.
• Reporting: Accuracy and timeliness of open-order and customer-status reports.

Authority and Working Relationships

• Works closely with Sales, Customer Service, Supply Chain, Warehousing, Logistics, Finance and Technical teams. All prices, discounts, credit terms, contractual commitments and technical recommendations remain subject to the applicable approval process.

Professional Standards

• Maintain confidentiality, follow company policies and Saudi workplace requirements, communicate respectfully, and represent Reza Hygiene professionally in all customer interactions.