Customer Service Coordinator

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

Job summary

Confidential is seeking a Customer Service Coordinator in Dubai to manage customer relationships, resolve issues, and oversee the order-to-cash process. You will work closely with Sales, Warehousing, and Logistics to ensure timely deliveries and accurate invoicing.

The role requires strong English, Excel skills, and the ability to multi-task under tight deadlines while maintaining autonomy and high standards of service.

Qualifications

• Minimum 2 years of experience in customer service.
• Proficient in English, both written and spoken.
• High proficiency in Excel.
• Strong conceptual problem-solving ability and excellent communication skills.
• Ability to multi-task, meet tight deadlines, and work autonomously.

Responsibilities

• Centralizes relationship with Sales in order-to-cash to provide order, delivery and invoicing information.
• Coordinate master data requests from Sales and align with customer systems.
• Manage end-to-end order fulfilment for Modern Trade and Ecom customers.
• Collaborate with Warehousing and 3PL for on-time deliveries and issue investigation.
• Own service level reporting, loss reason assignment and process improvements.
• Lead the order processing team and issue necessary instructions.
• Coordinate with replenishment planner on stock levels and ad-hoc plans.

Skills

Fluent in English

Excel proficiency

Education

University degree in Engineering or Business Administration

Job description

Summary:

As the Customer Service Coordinator, you will play a crucial role in the customer relationship management, issue resolution, order to cash process management in line with the business targets. Your priority will be ensuring excellent customer service to our customers.

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 Ecom 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.
• Manages 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 adhoq 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, Experinece & Skills:

Academic and professional qualifications:

• University degree preferably in Engineering or Business Administration

Experience:

• Minimum 2 Year experience in customer service
• Fluent in English
• High Proficiency in Excel
• Demonstrated conceptual problem-solving ability; excellent oral and written communication skills, including presentation skills.
• Ability to multi-task, meet tight deadlines and work under pressure with autonomy