Associate Manager, Customer Service – Commercial Partner - MEA

Stryker EMEA Supply Chain Services B.V; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in supply chain services is looking for a skilled professional to manage customer retention and service delivery improvements. The role involves liaising between customers and internal teams, ensuring compliance with regulatory standards, and supporting operational tasks. Ideal candidates will possess a graduate degree in business or logistics and have substantial experience in CRM and operational processes.

Qualifications

• Minimum 6 years of similar experience.
• Excellent knowledge of English required.
• Relevant graduate degree in Business or Logistics.

Responsibilities

• Manage customer retention and operational processes.
• Conduct onboarding sessions for clients and team members.
• Analyze pricing, profitability, and customer data.

Skills

CRM Management

Operational Analysis

Customer Service

Education

Graduate degree in Business or Logistics

Tools

Oracle

SAP

Job description

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 Int’l 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