Customer Service Coordinator

Americana Foods - National Food Company; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading company in the food industry seeks a professional to oversee order fulfilment processes, manage customer interactions, and coordinate between sales and logistics teams. Candidates should possess a relevant degree and have a minimum of 2 years of customer service experience, with skills in MS Office, SQL, and PowerBI being advantageous.

Qualifications

• Minimum 2 years of experience in customer service.
• Proficiency in MS Office applications.
• Fluency in English required.

Responsibilities

• Manage end to end order fulfilment processes for customers.
• Coordinate with sales and logistics teams for on-time deliveries.
• Monitor service level reporting and resolve conflicts between teams.

Skills

Customer Service

Communication

Problem Solving

Fluency in English

Data Management

Education

University degree in Engineering or Business Administration

Tools

MS Office

SQL

PowerBI

Job description

DESCRIPTION:

• Centralizes the relationship with the sales team in the order to cash process to provide information about the situation of their orders, delivery, and invoice data.
• Coordinates master data requests from sales and maintains alignment with customer systems.
• Responsible for managing end to end order fulfilment processes of all modern trade and E-com customers.
• Works closely with warehousing and logistics 3PL teams for on time customer deliveries, managing of priorities and investigation into customer complaints.
• Owns and monitors Service Level reporting, loss reason assignment and continuous improvement.
• Manges the order processing team and communicates the necessary instructions to them.
• Collaborates closely with the distribution replenishment planner on necessary stock levels by conveying the sales team’s adhoc plans and lost orders.
• Manages inventory levels related to quality release and blocking of stocks to manage priorities.
• Manages the customer returns process by ensuring the aligned process is followed and relevant approvals are provided.
• Resolving conflict arising between sales team and logistics.
• Documents the sampling requests and reports to finance.
• Providing necessary data for auditing purposes.
• Cascades the relevant daily/weekly reports to the respective teams.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Academic and professional qualifications:

• University degree preferably in Engineering or Business Administration

Experience:

• Minimum 2 years of experience in customer service
• Fluency in English
• Proficiency in MS Office applications
• Experience with SQL and/or PowerBI a plus