Procurement Officer (Customer Service)

About the role

As a Procurement Officer you will be the primary point of contact for customers, providing quotations, order acknowledgments and support for technical issues while answering product‑related inquiries. You will work closely with Engineering Services, Sales and Operations to deliver timely solutions, ensure customer satisfaction and maintain strong client relationships. The role demands excellent communication and a commitment to world‑class service.

Key responsibilities

• Collaborate with Business Development Managers to qualify inquiries according to Swagelok standards.
• Generate quotes based on part numbers or descriptions and communicate price and delivery information.
• Confirm part numbering with Technical Support or Engineering Services and tag projects in SAP B1.
• Enter and manage orders in SAP, review delivery schedules and communicate lead times to customers.
• Handle customer emails and calls, attract potential customers and provide product information.
• Process complaints, record them in SAP, investigate root causes and suggest corrective actions.
• Prepare proforma invoices and upload them to customer portals where applicable.
• Liaise with Sales, Finance, Logistics, Warehouse, Engineering Services and Technical Support to process quotes and orders.
• Monitor shipment tracking, expedite orders and keep customers and internal teams informed.
• Maintain accurate filing of closed orders and correspondence in SharePoint.

Required profile

• Fluent English (mandatory) and preferably Arabic.
• Bachelor’s degree, preferably with technical or engineering background.
• At least 2 years of experience in a similar procurement or customer‑service role.
• Ability to work independently and as part of a team.
• Strong phone presence and customer‑service focus with prompt response times.
• Excellent verbal and written communication skills.
• High level of integrity, professionalism and confidentiality.

Required skills

• SAP (including SAP B1) experience.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Experience with a CRM database.