Customer Service Specialist

Calvin James Recruitment; Dubai; On-site; AED 89,000 - 156,000; Full time

Job summary

Calvin James Recruitment seeks a Customer Service Specialist / Distribution Planner for a global leader in Dubai. The role balances customer service and distribution planning to ensure timely, accurate order fulfilment.

Responsibilities include managing end-to-end orders, coordinating with sales, warehouse and logistics, and supporting KPIs in a fast-moving environment.

Qualifications

• Experience in customer service, order management, supply chain, logistics or distribution.
• Experience within FMCG, retail, food & beverage or a similar fast-moving environment would be highly advantageous.
• Strong organisational and time-management skills with the ability to manage multiple priorities.

Responsibilities

• Manage the end-to-end customer order process from receipt through to delivery.
• Act as the main point of contact for customers regarding orders, deliveries, availability and queries.
• Process and maintain customer orders accurately within the company's ERP / order management system.
• Monitor order status and communicate delays, shortages or changes to customers.
• Coordinate with internal teams to resolve issues and ensure timely fulfilment.
• Work closely with the sales team to support customer requirements and priorities.
• Manage customer complaints and queries professionally, ensuring issues are resolved efficiently.
• Monitor customer service levels and identify opportunities to improve the customer experience.
• Maintain accurate customer and order records.
• Provide regular updates to customers and internal stakeholders on order and delivery status.
• Support the preparation of customer service reports and relevant KPIs.
• Support the planning and coordination of daily distribution and deliveries.
• Coordinate with warehouse and logistics teams to ensure orders are dispatched on time.
• Assist with delivery planning based on customer requirements and stock.
• Monitor delivery schedules and highlight potential issues.
• Coordinate with distribution partners / drivers where required.
• Help optimise delivery schedules and resource utilisation.
• Support the wider supply chain team with ad-hoc planning and logistics activities.

Skills

Customer service

Order management

Supply chain

Logistics

Time management

Communication

Attention to detail

Team collaboration

ERP familiarity

Tools

ERP systems

Microsoft Excel

Job description

We are looking for a Customer Service Specialist / Distribution Planner to join a global leading company in Dubai.

This is a customer-focused role, with approximately 80% of the position focused on customer service and order management, and 20% supporting distribution planning and logistics coordination.

The successful candidate will be responsible for managing customer orders from receipt through to delivery, ensuring customers receive a high level of service while working closely with sales, warehouse, logistics and distribution teams to ensure orders are fulfilled efficiently and on time.

Key Responsibilities

Customer Service – 80%

• Manage the end-to-end customer order process, from order receipt through to delivery.
• Act as the main point of contact for customers regarding orders, deliveries, availability and queries.
• Process and maintain customer orders accurately within the company's ERP / order management system.
• Monitor order status and proactively communicate any delays, shortages or changes to customers.
• Coordinate with internal teams to resolve customer issues and ensure timely order fulfilment.
• Work closely with the sales team to support customer requirements and priorities.
• Manage customer complaints and queries professionally, ensuring issues are resolved efficiently.
• Monitor customer service levels and identify opportunities to improve the overall customer experience.
• Maintain accurate customer and order records.
• Provide regular updates to customers and internal stakeholders on order and delivery status.
• Support the preparation of customer service reports and relevant KPIs.

Distribution Planning – 20%

• Support the planning and coordination of daily distribution and deliveries.
• Work closely with warehouse and logistics teams to ensure orders are prepared and dispatched on time.
• Assist with delivery planning based on customer requirements, order priorities and available stock.
• Monitor delivery schedules and proactively highlight potential issues.
• Coordinate with distribution partners / drivers where required.
• Help optimise delivery schedules and ensure efficient utilisation of available resources.
• Support the wider supply chain team with ad-hoc planning and logistics activities.

Key Requirements

• Experience in customer service, order management, supply chain, logistics or distribution.
• Experience within FMCG, retail, food & beverage or a similar fast-moving environment would be highly advantageous.
• Strong experience managing customer orders and resolving customer queries.
• Good understanding of distribution and delivery processes.
• Strong organisational and time-management skills, with the ability to manage multiple priorities.
• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Comfortable working with ERP / order management systems and Microsoft Excel.
• Ability to work effectively with sales, warehouse, logistics and supply chain teams.
• Proactive approach to problem-solving and customer service.