Customer Advocacy

RAK Ceramics; Ras Al Khaimah; On-site; USD 35,000 - 50,000; Full time

Job summary

A leading ceramics brand seeks an Executive – Customer Advocacy to streamline order management and support sales operations. This role requires a customer-centric mindset, ERP expertise, and a bachelor's degree in Business Administration. You will collaborate across functions to enhance customer satisfaction and operational efficiency, playing a key role in the organization's success.

Qualifications

• 2–5 years of experience in sales operations or order management.
• Strong communication and problem-solving skills.

Responsibilities

• Manage end-to-end order execution from receipt to delivery.
• Support sales teams in achieving sales budgets and manage quotations.
• Track and report on key performance metrics.

Skills

Customer-Centric Mindset

ERP Expertise

Analytical Thinking

Communication

Detail-Oriented

Collaboration

Education

Bachelor’s degree in Business Administration

MBA

Tools

SAP

Oracle

Microsoft Excel

Job description

About the Job

Who We Are

We help to create icons. We help to build marvels. Our products feature in some of the most iconic buildings in the world.

RAK Ceramics is one of the largest ceramics brands globally, specializing in ceramic and gres porcelain wall and floor tiles, sanitaryware, faucets, and tableware. Headquartered in the United Arab Emirates, we serve clients in over 150 countries through operational hubs in Europe, the Middle East and North Africa, Asia, North & South America, and Australia.

With over 12,000 employees from 40+ nationalities, we are a truly global and diverse organization. RAK Ceramics is publicly listed on the Abu Dhabi Securities Exchange (ADX) and the Dhaka Stock Exchange.

The Role:

The Executive – Customer Advocacy (Sales Operations & Order Management Execution) is a key role responsible for ensuring seamless execution from customer order receipt through to delivery. The individual will support the sales team in pre- and post-sales activities, manage short-term operational planning processes, act as the point of contact for demand sensing in the respective market, and oversee efficient processing and fulfilment of customer orders. The role aims to optimize customer service, manage operational challenges, and enable quick decision-making to improve satisfaction, inventory levels, and efficiency.

What You Will Be Doing :

Order Management & Fulfilment:

Manage end-to-end order execution from receipt to delivery, including documentation and POD confirmations. Maintain order book accuracy and ensure timely processing of customer orders. Verify order details, availability, pricing, and delivery requirements. Ensure compliance with customer shipping instructions and trade regulations. Handle order-related inquiries and promptly communicate order status or delays. Manage backorders and drive continuous improvements in processing efficiency.

Sales Operation:

Support sales teams in achieving sales budgets. Perform pre-sales support, including managing quotations and product details. Provide timely product and stock information to drive push sales. Manage inventory turnover ratios in assigned areas. Act as demand sensing point for short-term operation planning. Monitor daily/weekly sales performance and identify variances. Collaborate with Demand Planning and Supply Planning teams to align market intelligence with short-term forecasts. Identify and quantify demand-supply imbalances.

Performance Monitoring & Reporting:

Track and report on key performance metrics including: Sales Budget, Push Sales Targets, Forecast Accuracy, Inventory Turnover, Customer Service Levels.

Cross-Functional Collaboration & Communication:

Work closely with Sales, Logistics, Warehouse, Production, and Finance teams. Promote proactive problem-solving and accountability culture.

Key Interactions:

Internal: Sales Teams, Demand Planning, Supply Planning, Production, Logistics, Warehouse Finance External: Customers, Trade Partners

What are the key skills required for this role:

• Customer-Centric Mindset: Ability to balance excellent service with operational efficiency.
• ERP Expertise: Proficiency in systems like SAP or Oracle for order processing and data management
• Analytical Thinking: Strong skills in data tracking, variance analysis, and operational reporting
• Communication: Excellent interpersonal and written communication skill
• Detail-Oriented: High level of accuracy in managing data and order workflows
• Collaboration: Team player with the ability to coordinate across functions

Our Ideal Match

• Bachelor’s degree in Business Administration or a related field is required; MBA is preferred.
• 2–5 years of experience in sales operations, order management, or account management with an operational focus
• Proficient in ERP systems (SAP, Oracle) and advanced Microsoft Excel. • Strong communication and problem-solving skills.

RAK Ceramics is an Equal Opportunity Employer.

We do not discriminate on the basis of race, color, religion, gender, nationality, disability, age, or marital status