Customer Service Supervisor (Consumer)

Al Khayyat Investments (AKI); Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Al Khayyat Investments (AKI) in Dubai seeks a seasoned Customer Service Supervisor to oversee daily service and order-management activities, ensuring accurate processing, proper team allocation, and timely issue resolution. You will coordinate with Sales, Finance, Warehouse and Transport, while driving productivity and accuracy.

The role requires 4–6 years in customer service or order management and 2–3 years in a supervisory capacity.

Qualifications

• 4-6 years of experience in customer service or order management.
• 2-3 years of supervisory or team-lead experience.
• Experience in FMCG, distribution, retail or supply-chain operations is preferred.
• Working knowledge of Oracle ERP or a similar order-management system.
• Strong Excel, reporting and data-analysis skills.
• Good written and verbal communication skills in English.

Responsibilities

• Supervise the daily activities and workload allocation of the customer service team.
• Ensure customer orders are processed accurately within the agreed cut-off time and delivery schedule.
• Monitor manual and automated order bookings, pending orders, backlog and credit-hold cases.
• Validate LPO details, pricing, UOM, barcodes, delivery dates and customer information before order processing.
• Coordinate with Warehouse and Transport teams regarding picking, dispatch, delivery and rejection issues.
• Monitor daily log-off reports, dashboards and team productivity.
• Review repeated order errors and take corrective action with the responsible team member.
• Handle escalated customer and sales-team queries professionally and within the agreed timeline.
• Ensure compliance with company SOPs, audit requirements and approval processes.
• Train, coach and support team members to improve accuracy and productivity.
• Provide daily and weekly performance updates to the Customer Service Manager.
• Support process improvement, automation and master-data-cleaning initiatives
• Conduct regular meetings with internal stakeholders, including Sales, Finance, Warehouse, Transport and Commercial teams, to review operational issues and pending actions
• Prepare meeting agendas, minutes of meetings and action trackers, ensuring all agreed actions are followed up and closed on time.
• Prepare and submit daily, weekly and monthly operational reports covering order volumes, backlog.

Skills

Customer service leadership

Excel & data analysis

English communication

Order-management system knowledge

Tools

Oracle ERP

Job description

To supervise the daily customer service and order-management activities, ensuring accurate and timely order processing, effective team allocation, issue resolution and coordination with Sales, Finance, Warehouse and Transport teams

Key Responsibilities

• Supervise the daily activities and workload allocation of the customer service team.
• Ensure customer orders are processed accurately within the agreed cut-off time and delivery schedule.
• Monitor manual and automated order bookings, pending orders, backlog and credit-hold cases.
• Validate LPO details, pricing, UOM, barcodes, delivery dates and customer information before order processing.
• Coordinate with Warehouse and Transport teams regarding picking, dispatch, delivery and rejection issues.
• Monitor daily log-off reports, dashboards and team productivity.
• Review repeated order errors and take corrective action with the responsible team member.
• Handle escalated customer and sales-team queries professionally and within the agreed timeline.
• Ensure compliance with company SOPs, audit requirements and approval processes.
• Train, coach and support team members to improve accuracy and productivity.
• Provide daily and weekly performance updates to the Customer Service Manager.
• Support process improvement, automation and master-data-cleaning initiatives
• Conduct regular meetings with internal stakeholders, including Sales, Finance, Warehouse, Transport and Commercial teams, to review operational issues and pending actions
• Prepare meeting agendas, minutes of meetings and action trackers, ensuring all agreed actions are followed up and closed on time.
• Prepare and submit daily, weekly and monthly operational reports covering order volumes, backlog.

Experience, Qualifications and skills:

• 4-6 years of experience in customer service or order management.
• 2-3 years of supervisory or team-lead experience.
• Experience in FMCG, distribution, retail or supply-chain operations is preferred.
• Working knowledge of Oracle ERP or a similar order-management system.
• Strong Excel, reporting and data-analysis skills.
• Good written and verbal communication skills in English.