Alliance Officer – Sales Support/Customer Services

Synthon; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

Careers at UAE in Dubai is looking for an Alliance Officer specializing in Sales Support and Customer Services. The role focuses on establishing and nurturing partnerships to optimize the forecast-to-cash process. Responsibilities include monitoring customer orders, managing accounts receivable, and collaborating with sales and finance for demand forecasting.

The ideal candidate will have a bachelor's degree, experience in customer service, and proficiency in Microsoft Office and ERP/CRM systems. Join a dynamic team dedicated to improving customer satisfaction and operational efficiency.

Qualifications

• Proven experience in customer service, order management, or related roles.
• Detail-oriented with a focus on accuracy and quality.
• Fluency in English is mandatory; proficiency in another language is desirable.

Responsibilities

• Build and oversee partnerships for the forecast-to-cash process.
• Serve as the primary point of contact for customers.
• Monitor and manage customer orders and ensure timely delivery.
• Collaborate with sales and finance for accurate demand forecasting.
• Manage accounts receivable and payment collection.
• Generate reports on key performance metrics and suggest improvements.

Skills

Customer service

Order management

Analytical skills

Problem-solving

Communication

Interpersonal skills

Education

Bachelor’s degree in business administration, finance, or related field

Tools

Microsoft Office (Excel, PowerPoint)

ERP & CRM systems (SAP ECC, C4C)

Job description

Alliance Officer – Sales Support/Customer Services

As an Alliance Officer/Sales Support, your main job is to build and oversee partnerships that make the forecast-to-cash process smoother, from forecasting to cash collection. You’ll create and implement strategies for these partnerships, work closely with partners, and ensure that all parts of the forecast-to-cash process work well together. This position needs someone who can think strategically, focus on customers, and knows forecast-to-cash operations well to make things run better and maximize customer satisfaction. Together with a small team of enthusiastic, sales-driven colleagues, we aim to establish a new office in Dubai.

Our mission: to secure out-licensing deals across the region (ROW), driving market expansion and supporting the company’s long-term financial goals. This team will focus on building and nurturing strong relationships with our customers, negotiating commercial terms grounded in deep market knowledge, extending and expanding existing contracts, and managing accurate product forecasting.

Key Responsibilities

Alliance Strategy Development

Create and carry out plans for partnerships that improve the forecast-to-cash process. Find opportunities for partnerships to make demand forecasting better, make order fulfillment smoother, and accelerate cash collection.

Customer Engagement

Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing support throughout the forecast to cash process. Build strong relationships with customers to understand their needs, concerns, and preferences. Meet with key customers twice a year via Teams or on site and once a year with regular customers.

Order Management

Monitor customer orders accurately and efficiently, ensuring timely delivery and fulfillment. Coordinate with various departments, including sales, planning, logistics, and finance, to ensure smooth order processing and fulfillment.

Forecasting

Collaborate with sales and finance teams to gather data and insights for accurate demand forecasting. Review historical data and new market trends to develop accurate sales forecasts and demand plans together with the BI team.

Cash Management

Monitor and manage accounts receivable to ensure timely payment collection. Collaborate with finance and accounting teams to resolve billing discrepancies and disputes.

Reporting and Analysis

Generate regular reports on key performance metrics such as Forecast accuracy, on-time delivery, confirmations and ticket SLA’s. Work with the Business Intelligence (BI) team to analyze data and find trends, problems, and chances to make processes better. Suggest ways to improve forecast-to-cash processes to improve customer´s satisfaction.

Continuous Improvement

Proactively identify areas for process improvement and implement best practices to enhance efficiency and effectiveness. Stay updated on industry trends, regulations, and technologies related to forecast to cash processes.

Qualifications

• Bachelor’s degree in business administration, finance, or related field
• Proven experience in customer service, order management, or related roles
  • Proficiency in Microsoft Office suite, especially Excel and PowerPoint
  • Experience with ERP & CRM systems (e.g., SAP ECC, C4C) preferred
  • Strong analytical skills with the ability to interpret data and make data-driven decisions
    • Excellent communication and interpersonal skills, with the ability to interact effectively with customers and cross-functional teams
    • Detail-oriented with a focus on accuracy and quality
    • Strong problem-solving skills and a proactive attitude towards resolving issues

Languages

Fluency in English is mandatory. Proficiency in an additional language is highly desirable.

Fulltime (40 hours per week) position

Location: Dubai