Nedaa Al-Balbisi
Jeddah
Summary
Customer Service and E-commerce Manager with expertise in managing customer service operations and enhancing customer satisfaction, as well as overseeing online sales. Skilled in resolving customer issues and organizing promotional campaigns. A results-oriented professional with a deep understanding of customer satisfaction strategies, web analytics, logistics management, and comprehensive knowledge of e-commerce and customer experience improvement strategies.
Overview
11
11
years of professional experience
Work History
Customer Service and E-Commerce Manager
Sika Saudi Arabia Co.Ltd.
01.2023
- Maintain a high level of service
- Develop the E-Commerce business in Amazon and Noon
- Prepare daily report for the open sales orders and make sure that the Cost and selling prices are within the approved margin
- Prepare daily dashboard report to measuring the work between CSR team and Logistic to maintain the excellent level of service
- Reduce the customer complaint
- Control material stock level
- Make a training for new employees especially CSR and Sales
- Measure the level of customer satisfaction quarterly to improve the service
- Improve and speed up onboarding process for CSR and Logistic team
- Facilitate the communication with customers to ensure that customers get the most out of a product / service, remain satisfied.
Customer Service Supervisor Kingdom
Sika Saudi Arabia Co.Ltd.
04.2017 - 12.2022
- Make a training for new employees of CSR
- Follow up all the customer service in all regions of the Kingdom and ensure its effectiveness as required
- Ensure my teams deliver an outstanding shopping experience to every customer
- Develop Customer Service department and address any staff performance issues
- Make a system for saving the PO's and the quotations for each customer in folder
- Prepare monthly report for the open sales orders and the last update that we have it
- Prepare monthly dashboard report to measuring the work of CSR team
- Managing the CSR procedure of creating sales orders and the quotation approvals till delivery of materials with full satisfaction of customers
- Logistics plan and production instruction for customer service satisfaction
- Raw material stock levels and minimum stock levels for different categories of products
- Preparing the MRF and requesting materials from outside Saudi Arabia
- Creating the code for the new products and trading materials.
Customer Service Supervisor
Sika Saudi Arabia Co.Ltd.
09.2015 - 03.2017
- Prepare monthly reports on the quantities of materials and sales volume
- Follow up the stock and send the details to the TM managers (To save the safety stock)
- Processing the order of raw materials and imported materials in case there is shortage in the quantities
- Arrange the Priorities of the delivery.
Customer Service & Sales Coordinator
Sika Saudi Arabia Co.Ltd.
11.2013 - 08.2015
- Created the purchase order in the system
- Check the availability of stock if not available, requested from other regions
- Inform the sales engineer if there is any problems (Account of customer is closed, Increase the credit limit, materials not available, etc.)
- Follow up with warehouses until delivered the materials.
HR Coordinator
Sika Saudi Arabia Co.Ltd.
01.2013 - 11.2013
- Organized all flight and hotel bookings for employees
- Arrange the accommodation, business cards, set up local office, etc
- For the new employees
- Managed Annual Sales Meetings in Riyadh 2013 for all head managers and Sales employees in Saudi Arabia
- Ensured smooth co-ordination of VIP visitors to Sika, from planning, execution, etc
- Direct supervisor to company's Driver and Office Attendant- tea boy.
Supervisor
Dar Jana International School
10.2011 - 01.2013
- Coordinate new student orientation
- Maintain student discipline and follow-through with correspondence record
- Schedule parent/teacher conferences and to maintains records
- Keeps the head fully informed on student issues and all other relevant matters pertaining to school life.
Education
Degree in economy - undefined
Specialty: business economy
Skills
Leader Ship
Fast Learner, Capability of working with a group or team with full cooperation
Communication skills: very well (able to communicate with different kinds of people)
Working under pressure & creative
Computer skills in MS (Word-Excel-Power Point-Outlook)
Problem-solving
Personal Information
Nationality: Saudi
COURSES
SPSS Program.
Axapta program.
Sales force and Lead Management training.
MDG-M program.
Internal Audit training - ISO 9001:2015.
Awareness and Internal Audit training - ISO 45001:2018.
Timeline
Customer Service and E-Commerce Manager - Sika Saudi Arabia Co.Ltd.
01.2023
Customer Service Supervisor Kingdom - Sika Saudi Arabia Co.Ltd.
04.2017 - 12.2022
Customer Service Supervisor - Sika Saudi Arabia Co.Ltd.
09.2015 - 03.2017
Customer Service & Sales Coordinator - Sika Saudi Arabia Co.Ltd.
11.2013 - 08.2015
HR Coordinator - Sika Saudi Arabia Co.Ltd.
01.2013 - 11.2013
Supervisor - Dar Jana International School
10.2011 - 01.2013
King Abdul Aziz University - Degree in economy,