Customer Service Specialist

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Are you ready to join our team and become an integral part of a company that protects millions of people each day?

PRÆSIDIAD is the home to global brands (Betafence and Hesco), which specialize in security, defense, and protection of people and assets around the world. Each day, millions of people work in the trust that PRÆSIDIAD products protect their lives and livelihoods from domestic and global threats and natural disasters. Our goal is to deliver innovative products that inspire confidence so that people are able to live and work each day in confidence.

This combined role of Customer Service Specialist cum Supply Chain Coordinator is designed to ensure a seamless customer experience. The individual in this position will be responsible for managing customer inquiries, providing excellent customer service, managing customer orders, placing orders, and overseeing logistics processes to ensure timely delivery of products. This role requires strong communication skills, problem‑solving abilities, and a strong understanding of supply chain management.

The position will act internally as the voice of the customer and work closely with internal teams to ensure customer success.

Deliver a first‑class customer experience

• Communicate RFQs to respective Inside or Field Sales, with first response within 24 hours
• Analyse and place orders received from customers in the ERP system. Confirm the order status to customers.
• Identify and verify all required documentation for each order, ensuring compliance with regulatory requirements, and coordinate internally with relevant stakeholders to facilitate timely submission.
• Coordinate inbound/outbound logistics, oversee delivery timelines, and warehouse space.
• Key contact person between the client and company to guarantee an optimal customer service from order till delivery.
• Provide and follow up on all administration of the orders (i.e., price lists, shipment documents, discount systems, prepayments, invoices, etc.).
• Identify, evaluate, analyse and prioritise customer problems and complaints and formulate plans of resolution.
• Respond, qualify leads/opportunities and transfer qualified project opportunities to Inside Sales, Field Sales, and partners from your customers within 24 hours.

• Forecast demand based on sales pipeline, ensure inventory levels and reorder points.
• Coordinate with planning, production, procurement and logistics teams.
• Work with local vendors to negotiate contracts and ensure cost and efficiency.

• Provide internal and constructive feedback on process improvements.
• Collaborate with Marketing to effectively communicate and grow customers.
• Collaborate with other functions such as Sales, Logistics, Operations, Engineering, etc. to ensure that quotes and orders are fulfilled on time.

• Maintain accurate records of customer data, records, interactions and transactions.
• Develop process, ERP and maintain centralised documentation for efficiency.
• Analyse data and optimise flow to improve cost and work efficiency.
• Set up communication to review progress, bring concerns to resolve and meet goals.
• Monthly/weekly reporting of performance indicators as required by business.
• Maintain the ERP system (creating new item codes and removing redundant ones).

• Minimum 5 years of experience as a Customer Service Specialist in Industrial Engineering or similar.
• High level of customer orientation towards internal and external clients.
• Fluent written and verbal communication skills in English (Arabic a plus).
• High level proficiency in MS Office, especially Excel.
• Proven knowledge of ERP systems (IFS or SAP knowledge is highly desirable).
• Experience working in small teams, self‑driven, and can manage workflow independently.

• Strong interaction and communication skills (written and verbal).
• Organised – needs to prioritise tasks and stay on top of things.
• Sense of urgency, attention to detail and accuracy.
• Fast work pace, multi‑tasking, and/or frequent deadlines.
• Highly repetitive work and/or following established procedures.
• Hands‑on, result‑driven, pro‑active and professional person.
• Collaborative spirit – team player, flexible and friendly – work effectively with the team members and the business to build partnerships.
• Ethical, transparent and honest.
• Innovative – able to suggest new processes and work with end users to improve efficiency and productivity.
• Excellent time management skills – ability to work under time pressure.

If you meet the requirements and find the job interesting – don’t wait any longer and apply!

• Mid‑Senior level

• Full‑time

• Customer Service
• Manufacturing

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