HAYET TBIB
Machelen
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Lubrizol advanced materials
03.2021 - Current
- Order processing (SAP): oversee the entire process from order entry and coordinating deliveries to invoicing
- Ensure seamless and open communication channels with customers (Emails, phone Portals…)
- Resolve complaints and issues efficiently, maintaining customer satisfaction and loyalty
- Process returns, and ensuring a smooth transaction process
- Use CRM software to document interactions and send samples to customers
- Contribute to achieving monthly customer satisfaction goals and KPIs (OTD /OTIF)
- Collaborated with other departments to escalate complex customer issues when necessary
- Engagement in special projects: contributing to the continuous development of the company
Purchasing Assistant
ETM GROUP
05.2020 - 07.2020
- Assist in Procurement: Support the purchasing team in identifying and sourcing products and services to meet the company’s needs
- Vendor Management: Communicate with suppliers to follow up on orders to ensure timely delivery
- Following up all pending orders until delivery
- Purchase Order Management: Prepare and process purchase orders, ensuring accuracy and proper documentation
- Supplier Relationship Management: Foster and maintain positive relationships with existing and potential suppliers to ensure reliability and favorable terms
- Internal Coordination: Work closely with other departments
- Market Research: Conduct market research to identify new suppliers and compare prices for the best deals
Customer Service Representative
LACROIX ELECTRONICS
04.2015 - 08.2019
- Order processing (SAP): oversee the entire process from order entry and coordinating deliveries to invoicing
- Follow up on forecast accuracy: Compare the forecasted data with the actual results and calculate the difference or percentage variance
- Optimize workflows for efficient and timely customer service
- Align internal processes to fulfill customer deadlines
- Update and maintain accurate pricing in SAP
- Make sure forecasts are accurately updated in SAP
Buyer
SAFTA GROUP
06.2007 - 03.2015
- Research and evaluate suppliers to source materials, goods, and services at competitive prices
- Negotiate pricing, terms, and delivery schedules to secure the best value
- Place orders with suppliers based on demand forecasts and inventory levels
- Build and maintain strong, long-term relationships with suppliers and vendors
- Evaluate supplier performance based on delivery time, quality, and cost
- Resolve issues with suppliers regarding delivery delays, product quality, or payment discrepancies
- Maintain accurate records of all purchases and contracts
- Ensure the timely and accurate delivery of goods and services
- Handle returns, exchanges, and issues related to defective products or incorrect orders
Education
Master degree - languages applied in business & tourism
High institute of applied language in business & Tourism
Tunisia01.2006
Bachelor degree - Economic & Management
Tunisia01.2001
Skills
- Customer Journey Optimization
- Problem-Solving
- CRM Systems: SAP
- Teamwork
Languages
Arabic
First Language
French
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
Customer Service Representative
Lubrizol advanced materials
03.2021 - Current
Purchasing Assistant
ETM GROUP
05.2020 - 07.2020
Customer Service Representative
LACROIX ELECTRONICS
04.2015 - 08.2019
Buyer
SAFTA GROUP
06.2007 - 03.2015
Master degree - languages applied in business & tourism
High institute of applied language in business & Tourism
Bachelor degree - Economic & Management
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