Job Summary:Serve as the primary point of contact for Castrol Egypt customers, managing enquiries, order processing, complaint resolution, and communication across all customer touchpoints, while ensuring seamless coordination with internal teams to deliver a consistently high level of service.Key Responsibilities and Deliverables:Customer Enquiry & Order ManagementHandle customer enquiries related to orders, deliveries, product availability, and lead times in a timely and professional mannerReceive, validate, and process customer orders accurately through JDEProvide clear and proactive order status updates to customers throughout the order cycleManage order amendments, cancellations, and special requests in accordance with internal proceduresComplaint & Issue ResolutionAct as the first point of contact for customer complaints, disputes, and service issuesLog, investigate, and resolve customer cases within agreed service standards and timelinesCoordinate with Customer Operations, Supply Chain, and Finance for root-cause resolution of service failuresEscalate unresolved issues to the Customer Service Manager where necessaryInvoicing & Billing SupportSupport customers with invoice queries, credit/debit note requests, and billing clarificationsLiaise with Finance and Customer Operations on credit notes, debit notes, and correctionsEnsure customers clearly understand invoicing terms, pricing, and payment processesMaintain accurate records of all invoicing-related communications and resolutionsCustomer Communication & Relationship ManagementProvide clear, proactive, and professional communication across all customer touchpointsInform customers promptly of delivery delays, backorders, pricing changes, or service disruptionsSupport customers post-delivery with order follow-ups and service queriesRoute technical or product-related enquiries to Technical Services where applicableContribute to maintaining high customer satisfaction scores through responsive and courteous serviceKey Competencies:Customer focusCommunicationProblem solvingAttention to detailTeamwork & collaborationResilienceService excellencePlanning & prioritisationSystems proficiencyIntegrityMinimum Qualifications:Bachelor Degree in Business Administration, Commerce or related fieldMinimum Experience:1-3 years experience in customer service, customer operations or order management