Customer Service Representative

NADIA; Dubai; On-site; AED 335,000 - 558,000; Full time

Benefits offered by this job

null

Job summary

NADIA in Dubai seeks a proactive, customer‑oriented Customer Service Representative and Logistics Executive to lead end‑to‑end service operations for a global polymer and plastics distributor. The role covers handling inquiries, processing orders, and managing international shipments with a focus on satisfaction and efficiency.

The ideal candidate has 10+ years in customer service and logistics, experience with SAP Business One and Oracle ERP, and a track record of team leadership, KPI setting,

Qualifications

• Bachelor's degree in Management Studies or related field.
• Diploma in Export Import Management.
• 10+ years in customer service and logistics, UAE preferred.
• Proficient in SAP Business One, Oracle ERP, and Excel.
• Strong knowledge of international shipping and INCOTERMS.
• Certifications in Customer Service Excellence, Fire & Safety, and SAP.

Responsibilities

• Serve as primary contact for clients, ensuring timely resolution.
• Manage import/export operations across GCC, Europe, Africa, Asia, and Oceania.
• Process orders and export documentation using ERP systems.
• Oversee logistics planning, freight, inventory, and warehouse coordination.
• Ensure VAT, customs compliance and trade laws.
• Liaise with banks for LC documentation and settlements.
• Negotiate shipping rates and optimize transportation networks.
• Train customer service teams, set KPIs, and conduct evaluations.
• Collaborate with procurement and production for planning and delivery.
• Prepare reports for audits and management.
• Implement digital tools to enhance supply chain efficiency.
• Manage cross-trade shipments and pre-inspection certifications.
• Maintain FIFO inventory and coordinate rebate processing.

Skills

Customer service

Team leadership

Communication skills

Negotiation

Problem solving

Education

Bachelor's degree in Management Studies

Diploma in Export Import Management

Tools

SAP Business One

Oracle ERP

Microsoft Excel

Job description

We are looking for a proactive and customer-oriented Customer Service Representative (CSR) to join our client, a leading distributor in the polymer and plastics industry. The ideal candidate will have experience in trading companies, or within the chemical, plastic, polymer, or retail sectors. This role involves handling customer inquiries, processing orders efficiently, and ensuring exceptional customer satisfaction throughout the service process. Customer Service & Logistics Executive to manage end-to-end customer service operations, international logistics, and supply chain activities. The ideal candidate will bring over a decade of experience in handling import/export operations, ERP systems, and team leadership, with a strong focus on customer satisfaction and operational efficiency.

Key Responsibilities

• Serve as the primary point of contact for clients, ensuring timely communication and resolution of issues.
• Manage import/export operations across GCC, Europe, Africa, Asia, and Oceania.
• Process customer orders and export documentation using ERP systems.
• Oversee logistics planning, freight handling, inventory control, and warehouse coordination.
• Ensure compliance with VAT, customs regulations, and international trade laws.
• Handle Letter of Credit (LC) documentation and liaise with banks for settlements.
• Negotiate shipping rates and optimize transportation networks to reduce costs.
• Supervise and train customer service teams, set KPIs, and conduct performance evaluations.
• Collaborate with procurement and production teams for order planning and delivery.
• Prepare financial and operational reports for audits and management.
• Implement digital tools and process improvements to enhance supply chain efficiency.
• Manage cross-trade shipments and ensure pre-inspection certifications.
• Maintain accurate inventory using FIFO methodology and coordinate rebate processing.

Qualifications

• Bachelor's degree in Management Studies or related field.
• Diploma in Export Import Management.
• 10+ years of experience in customer service and logistics, preferably in the UAE.
• Proficient in SAP Business One, Oracle ERP, and Microsoft Excel.
• Strong knowledge of international shipping, customs documentation, and INCOTERMS.
• Excellent communication, negotiation, and team leadership skills.
• Certifications in Customer Service Excellence, Fire & Safety, and SAP.