Customer Service Lead - Strategic Accounts, Everyday Goods

GMG group; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

GMG Group in Dubai is seeking a Customer Service Specialist within the Everyday Goods - Food BU to lead a dedicated customer service team, ensure accurate order processing, timely responses, and aligned service standards across strategic accounts. This role emphasizes efficient inquiries handling, ERP/SAP-based workflows, and strong client relationships to uphold GMG's service excellence.

You will monitor performance, drive process improvements, and collaborate with supply chain, sales and

Qualifications

• 3–4 years of experience in Customer Service, particularly handling Modern Trade clients.
• Experience with LPO, Sales Order processing, and Outbound Delivery (OBD) printing.
• Hands‑on experience using CRM/ERP systems such as SAP.
• Proficiency in Microsoft Excel is mandatory.
• Good English communication skills required; Arabic is an advantage.
• High School Diploma or equivalent qualification.

Responsibilities

• Lead the customer service function within GMG’s Everyday Goods division to ensure exceptional support and operational efficiency.
• Manage customer inquiries and oversee the complete order lifecycle, from order entry to delivery confirmation, ensuring accuracy and timeliness.
• Act as the escalation point for key accounts by handling complex product inquiries, resolving issues, and coordinating with internal teams such as supply chain, sales, and logistics.
• Monitor stock levels and proactively communicate with clients regarding order status, delivery timelines, and product availability to prevent delays.
• Handle customer complaints professionally and implement effective resolution strategies.
• Maintain accurate documentation of customer interactions and transactions.
• Gather and analyze customer feedback to identify opportunities for service improvement and implement best practices to enhance customer satisfaction.
• Drive process automation initiatives and reduce manual workload across the customer service function through improved system utilization and operational workflows.
• Identify opportunities to automate order processing, improve ERP/system efficiency, and streamline reporting and communication processes.
• Ensure effective use of available tools and technologies to improve productivity, accuracy, and service levels.
• Support the sales team in achieving service targets and operational objectives.
• Mentor, guide, and train customer service staff to enhance team performance and development.
• Contribute to maintaining GMG’s reputation for reliability, efficiency, and service excellence.

Skills

Customer service

English communication

Education

High School Diploma

Tools

SAP ERP

Excel

Job description

GMG Group in Dubai is seeking a Customer Service Specialist within the Everyday Goods - Food BU to lead a dedicated customer service team, ensure accurate order processing, timely responses, and aligned service standards across strategic accounts. This role emphasizes efficient inquiries handling, ERP/SAP-based workflows, and strong client relationships to uphold GMG's service excellence.

You will monitor performance, drive process improvements, and collaborate with supply chain, sales and