Customer Relationship Development :
Develop and maintain close business relationships with DANAT’s clients locally and internationally to ensure understanding of client and industry needs.
Drive the global client experience and develop strategies that deliver a differentiated and superior customer experience ensuring alignment with DANAT strategic priorities.
Serve as an escalation point for issues; provide guidance and resolution of issues as necessary e.g. client complaints.
Establish network of international gemmological and jewellery industry contacts.
Carry out client satisfaction surveys and reviews to help measure the level of customers satisfaction and improve the service.
Manage and train CSR staff to ensure quality and consistency of service to customers.
Maintain complete and accurate customer correspondence data.
Identify and develop problem solving methodologies to resolve customer issues and complaints.
Managerial Responsibilities and Duties :
Responsible for the development and implementation of DANAT’s internal and external procedures related to the department’s operations including the following units;
CSR, weights & measures, inventory control, logistics, photography and report production.
Establish the department’s short and long term financial and non-financial strategies, in line with DANAT’s overall goals and budget.
Develop and report KPIs for the department and maintain appropriate reports for effective decision making and corporate performance management by senior management
Schedule, supervise and coordinate the activities of personnel, ensuring that work meets established quality standards, regulations and is delivered on-time.
Ensure work environment, staff productivity, and quality priorities are addressed and optimized.
Maintain department productivity by monitoring workload of functional areas; identifying peak and slack periods; making operational or staffing adjustment.
Maintain CSR staff by recruiting, selecting, orienting, and training employees.
Manage CSR staff results by counselling and disciplining employees; planning, monitoring, and appraising job results.
Oversee and plan department operations in mobile / temporary locations e.g. on-site testing services at trade shows (nationally and internationally).
Oversee and ensure a proper work distribution between CSR department and other departments.
Technical Responsibilities and Duties :
Responsible for overall CSR department operations in coordination with the laboratory department.
Keep up-to-date with gemmology and jewellery industry developments e.g. competitors, regulatory requirements etc.
Maintain adequate inventory / supplies for the department units and ensure minimum waste.
Maintain the CSR department information system (FileMaker) by identifying information needs and problems (e.g. client data), recommending improvements;
establishing priorities; testing; writing user manuals; training employees; maintaining security and confidentiality and liaison with system database manger to develop necessary functionality in FileMaker system.
Complete operational requirements by scheduling and assigning employees; following up on work results.
Oversee and produce of all related reports e.g. Suggestion Report, Complaint Report, Weekly report and Monthly Report, etc.
Supervise and monitor distribution of job tasks within the Inventory Control department and ensure that testing process is taking place in line with the estimated completion date.
Responsible for facilitating and monitoring of shipment operations by ensuring a smooth processing through effective communication with internal and external parties.
Oversee incoming and outgoing shipment logistics and ensure that coordination with relevant department staff for respective shipments is properly managed.
Maintain accurate and up-to-date shipment records and ensure tracking them in line with relevant deadlines (locally and internationally)
Oversee the safe storage and tracking of items being passed to different individuals / departments as part of the testing process.
Maintains accurate and comprehensive inventory records and provides periodic inventory reports to management.
Provide input as and when required to facilitate audit processes, investigations, customer complaints.
Bachelor’s degree in business, administration, finance or other related area.
GIA Graduate Gemologist diploma and / or equivalent is required but training to achieve this qualification is available and will be provided.
Minimum 5 years’ experience working in jewelry industry.
5+ years in a management position leading customer service function.
Knowledge of applicable laws and regulations in Bahrain and internationally e.g. Customs laws.
Proven negotiation and dispute resolution skills.
Strong understanding of operations in gemmological laboratory / organization.
In-depth knowledge of industry best practices and standards for gemmological laboratory i.e. report quality controls, calibration of weights & measures unit equipment etc.
Analytical / problem solving mind set.
Strong numerical and analytical aptitude.
Excellent attention to detail.
Strong business / industry insights and proven project management skills.
Excellent people skills, capacity to effectively interact with peers and superiors of different backgrounds.
Ability to work effectively in a team, developing a respectful and pleasant, yet committed and efficient environment.
Excellent organizational skills, time management skills and work ethic.
Proficiency in Windows, including MS Word, EXCEL, Outlook, Access and PowerPoint.
Excellent communication (verbal and written) and presentation skills.
A professional and approachable demeanor and the ability to interact with others with discretion and tact.
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