Customer Service Specialist

Overview

This role is designed for a Customer Service Specialist with added responsibilities in distribution planning, joining a leading global organization based in Dubai. The position primarily focuses on delivering exceptional customer service and managing order processes while also supporting distribution logistics and planning efforts.

Primary Responsibilities

• Oversee the complete customer order lifecycle from receipt through delivery.
• Serve as the primary contact for customers concerning order statuses, deliveries, product availability, and inquiries.
• Accurately process and manage customer orders using the organization's ERP or order management software.
• Continuously track order progress, proactively informing customers about any delays, shortages, or adjustments.
• Liaise with internal departments including sales, warehouse, logistics, and distribution to resolve issues and ensure timely order completion.
• Collaborate closely with the sales team to align on customer needs and priorities.
• Handle customer complaints and questions professionally to achieve prompt and effective resolutions.
• Evaluate customer service performance and identify opportunities to enhance the overall customer experience.
• Keep detailed records of customer data and order details updated and accurate.
• Provide regular progress reports and updates on order and delivery statuses to both customers and internal stakeholders.
• Assist in generating customer service reports and tracking key performance indicators.
• Support daily distribution and delivery planning and coordination.
• Work closely with warehouse and logistics personnel to ensure timely preparation and dispatch of orders.
• Help plan deliveries considering customer demands, order urgency, and current inventory levels.
• Monitor delivery timetables and alert relevant parties about potential complications.
• Coordinate activities with distribution partners or drivers when necessary.
• Contribute to optimizing delivery routing and resource allocation for maximum efficiency.
• Assist the broader supply chain team with miscellaneous planning and logistics tasks as required.

Qualifications and Experience

• Prior experience in customer service, order management, logistics, distribution, or supply chain functions.
• Background in FMCG, retail, food & beverage sectors or comparable fast-paced environments is highly preferred.
• Proven record of managing customer orders and addressing queries effectively.
• Good knowledge of distribution and delivery methodologies.
• Excellent organizational and time management capabilities with multitasking proficiency.
• Strong communication skills and ability to build positive interpersonal relations.
• Keen attention to detail ensuring accuracy in all tasks.
• Comfortable using ERP/order management systems and skilled in Microsoft Excel.
• Ability to collaborate productively with sales, warehouse, logistics, and supply chain teams.
• Self-driven with a problem-solving mindset focused on customer satisfaction.