Customer Service Coordinator- Order to Cash

The Estée Lauder Companies; Dubai; On-site; AED 167,000 - 223,000; Full time

Job summary

The Estee Lauder Companies Inc. is seeking a Customer Service Coordinator to join the Middle East Supply Chain. This role focuses on end-to-end O2C, owning order processing, claims management and customer queries from validation through to resolution.

You will troubleshoot order failures, manage claims with root cause analysis, and track service levels with KPI reporting. A fast-paced, data-driven environment requires proactive problem solving and strong ownership across teams.

Qualifications

• 5+ years of order and claims management experience in an O2C environment.
• SAP experience is a must.
• Strong analytical, reporting and problem solving capabilities.
• An agile, proactive and solutions-focused mindset with ownership.
• Excellent customer focus and communication abilities.
• Willingness to identify and implement process improvements.

Responsibilities

• Own order processing, claims management and customer queries from validation through to resolution.
• Proactively troubleshoot order failures, supply constraints, delivery issues and fulfilment risks.
• Manage claims with timely resolution, root cause analysis and prevention.
• Track and report on service levels, order performance, claims trends and key KPIs.
• Partner with customers and internal teams to ensure issues are understood and resolved.
• Identify opportunities to simplify, automate and improve processes, including workflows, BOTs and system enhancements.
• Maintain data integrity, process controls and compliance.

Skills

Order management

Claims management

SAP

Analytical skills

Problem solving

Data reporting

Ownership accountability

Customer focus

Process improvement

Tools

SAP

Job description

DescriptionCustomer Service Coordinator – Supply Chain | The Estée Lauder CompaniesAre you passionate about delivering a great customer experience and interested in working behind some of the world’s most iconic beauty brands?We are looking for an energetic, solutions-focused Customer Service Coordinator to join The Estée Lauder Companies Middle East Supply Chain team.This is more than an order-processing role. We are looking for someone who understands the end-to-end Order-to-Cash (O2C) journey, takes ownership when things go wrong and is always looking for smarter, better ways to work.What you will do:Own order processing, claims management and customer queries from validation through to resolutionProactively troubleshoot order failures, supply constraints, delivery issues and fulfilment risksManage claims with a focus on timely resolution, root cause analysis and preventionTrack and report on service levels, order performance, claims trends and key operational KPIsPartner closely with customers and internal teams to ensure issues are understood, answered and resolvedIdentify opportunities to simplify, automate and improve processes, including workflows, BOTs and system enhancements and new ways of working.Maintain strong data integrity, process controls and complianceQualificationsWhat we are looking for:Strong experience across order and claims management, ideally within an O2C environmentAround 5 years’ relevant experience, depending on background and scopeSAP experience is a mustStrong analytical, reporting and problem solving capabilitiesAn agile, proactive and solutions-focused mindset with a strong sense of ownership and accountabilityStrong customer focus with the energy and drive to follow through and get things doneSomeone who naturally asks: “How can we make this work better?”This is an opportunity to join a fast-paced Supply Chain team supporting a diverse portfolio of prestige beauty brands across the Middle East, where customer experience, agility and operational excellence really matter.