Customer Service Executive- FMCG

Antal International LLC-FZ; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading global beverage company in Dubai is seeking a Customer Service Executive/Logistic Officer to oversee the order-to-delivery process. The ideal candidate will have a strong logistics background, at least 5 years of experience in customer service within FMCG, and excellent coordination skills. This role is essential for ensuring operational efficiency and customer satisfaction. The company offers competitive compensation and opportunities for growth.

Qualifications

• Minimum 5 years’ experience in customer service, supply chain, or logistics within FMCG.
• Strong knowledge of order-to-delivery workflows and 3PL operations.
• Valid UAE driving license.

Responsibilities

• Oversee the end-to-end order-to-delivery process.
• Coordinate with drivers for timely deliveries.
• Prepare daily, weekly, and monthly reports on deliveries.

Skills

Logistics experience

Customer Service

Stakeholder management

Attention to detail

Multitasking

Education

Bachelor’s or Master’s degree in Business Administration, Logistics, or related field

Tools

ERP systems (SAP, Lucas, or equivalent)

Microsoft Office Suite

Job description

Our client, a global beverage company, is looking to hire a Customer Service Executive with strong logistics experience, ideally from an FMCG or beverage background.

Job Title: Customer Service Executive/Logistic Officer

Reports to: Sales Director – Food Service & Traditional Trade

Job Purpose

The Customer Service Executive oversees the end-to-end order-to-delivery process for Food Service and Traditional Trade channels, ensuring accurate order processing, timely deliveries, and proactive communication with customers, internal teams, and logistics partners. This role is key to maintaining operational efficiency, customer satisfaction, and

service KPIs.

Key Responsibilities

• Receive, validate, and process all customer orders within agreed timelines.

• Manage the generic order inbox and ensure timely execution.

• Monitor order status daily and ensure alignment with invoicing and confirmation processes.

• Assign smaller drop-size orders to van sales teams for better coverage.

• Coordinate with drivers to achieve On-Time In-Full (OTIF) deliveries.

• Provide proactive updates to customers on delivery schedules or delays.

• Coordinate with 3PL teams to resolve operational challenges (delays, breakdowns, refusals).

• Ensure timely communication with drivers regarding returns and customer feedback.

• Verify and reconcile all Proofs of Delivery (PODs) with daily system reports.

• Monitor daily vehicle inspection checklists to ensure safety compliance.

• Maintain accurate records of delivery incidents, returns, and refusals.

• Track service KPIs including OTIF, Case Fill Rate (CFR), and delivery cost per drop.

• Prepare daily, weekly, and monthly reports on pre-sales deliveries, route efficiency, and returns.

• Identify recurring operational issues and escalate as needed.

• Support delivery team performance through monitoring attendance, productivity, and service levels.

• Prepare and submit monthly/quarterly sales incentive reports aligned with commission structures.

Desired Candidate Profile

Must Have

• Bachelor’s or Master’s degree in Business Administration, Logistics, or related field.

• Minimum 5 years’ experience in customer service, supply chain, or logistics within FMCG.

• Strong knowledge of order-to-delivery workflows, route planning, fleet management, and 3PL operations.

• Excellent coordination, multitasking, and stakeholder management skills.

• Proficient in ERP systems (SAP, Lucas, or equivalent) and Microsoft Office Suite.

• High attention to detail with strong ownership and problem-solving skills.

• Valid UAE driving license.

• Fluency in English and either Urdu or Hindi.

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