Associate Manager, Customer Service â Commercial Partner - MEA

Stryker; Dubai; Remote; AED 60,000 - 120,000; Full time

Job summary

A leading medical company is seeking a Customer Service Manager in Dubai. The role involves managing customer retention, analyzing operational processes for improvements, and ensuring compliance with company standards. The ideal candidate has a graduate degree in Business or Logistics and at least 6 years of relevant experience. Proficiency in Oracle and SAP is essential, along with excellent English skills. Remote work flexibility is available.

Qualifications

• Graduate degree in a Business or Logistics discipline or relevant field.
• Minimum 6 years of similar experience.
• Excellent knowledge of English.

Responsibilities

• Manage customer retention (CRM) and resolve customer concerns.
• Analyze operational processes for service delivery improvements.
• Conduct onboarding sessions for new clients and team members.
• Liaise between customers and internal departments to resolve inquiries.
• Manage return materials authorization processes.
• Ensure compliance with regulatory and company standards.

Skills

Customer relationship management (CRM)

Operational processes analysis

Onboarding

Team coordination

Regulatory compliance

Decision-making based on data

Client service delivery

Education

Graduate degree in Business or Logistics

Tools

Oracle

SAP

Job description

Work Flexibility: Remote

What You Will Do

• Manages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

• Analyzes operational processes escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and add value to the customer/clients.

• Conducting onboarding sessions for new clients and team members and Support CS team with order entry tracking and processing whenever is needed

• Liaises between customers and manufacturing sales field service order processing and accounting to resolve status production delivery and billing inquiries.

• Develops and manages return materials authorization (RMA) processes for ensuring customer returns exchanges service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.

• Ensure compliance with legal regulatory and company standards and complete commercial report performance (projection) and KPIs to senior management.

• Analyze pricing profitability and customer data to inform decision-making.

• Coordinate and ensure fulfillment of tender obligations: coordinate with internal teams to gather information process orders ensuring compliance with tender requirements and collaborating with legal and finance departments.

• Serve as the primary point of contact for Escalations for Order delivery improvement reviews warranty claims.

• Participates in initiatives related to termination process and integration of new ICs.

• Assist during Divisional BSI and internal audits by collecting requested documents and forwarding them to the Intl CS Manager.

What You Need

• Graduate degree in a Business or Logistics discipline(s) or relevant field.

• Experience in Oracle SAP and CS processes

• Excellent knowledge of English

• Minimum 6 years of similar experience

Travel Percentage: None

Required Experience:

Manager