Customer Service Team Lead – FMCG & Delivery Excellence

Antal International L.L.C-FZ; Dubai; On-site; AED 89,280 - 111,600; Full time

Benefits offered by this job

Private medical insurance

Annual flight ticket for self

22 working days annual leave

End of service gratuity

Performance-based bonus

Job summary

Antal International L.L.C-FZ is seeking a Team Leader – Customer Service for the UAE market, based in Dubai. The role focuses on leading a customer service team, ensuring smooth order processing, timely fulfillment and high customer satisfaction across the alcohol & beverage sector.

The Team Leader will coordinate with Sales, Supply Chain, Warehouse, Logistics and Finance teams, drive process improvements, and manage escalations to maintain top service levels.

Qualifications

• 5+ years in Customer Service, Customer Operations, Order Management or Sales Support.
• Minimum 2 years of team leadership or supervisory experience.
• Experience in FMCG, distribution, trading, retail or e-commerce environments preferred.
• Strong MS Excel and reporting abilities; experience with CRM/ERP systems.

Responsibilities

• Customer Service Operations: lead and support the team in daily operations, handle customer enquiries, complaints and requests promptly and effectively.
• Order Management & Logistics Coordination: monitor the order-to-delivery cycle, coordinate with Sales, Supply Chain, Warehouse, Finance and 3PL partners for timely deliveries, track delivery issues, returns and special orders.
• Team Leadership: supervise, coach and support Customer Service Executives, allocate tasks, prepare rosters, conduct meetings, give feedback and support employee development.
• Reporting & Process Improvement: prepare operational reports, analyse performance metrics, monitor KPIs including CSAT, FCR, returns and productivity, identify gaps and recommend improvements.

Skills

Customer service leadership

MS Excel

CRM/ERP systems

Stakeholder management

Tools

Salesforce

SAP

Tableau

Oracle

Job description

Antal International L.L.C-FZ is seeking a Team Leader – Customer Service for the UAE market, based in Dubai. The role focuses on leading a customer service team, ensuring smooth order processing, timely fulfillment and high customer satisfaction across the alcohol & beverage sector.

The Team Leader will coordinate with Sales, Supply Chain, Warehouse, Logistics and Finance teams, drive process improvements, and manage escalations to maintain top service levels.