Customer Service- Team Leader

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

Team Leader – Customer Service (Alcohol & Beverage Industry)

We are hiring for a leading UAE-based distributor and retailer of premium beverages. The company has built a strong presence across hospitality, retail and wholesale sectors, operating a well‑established distribution network that supplies hotels, restaurants, bars, clubs, airlines and retail outlets across the UAE.

Role Purpose

The Team Leader will support the Customer Experience Manager in managing daily customer service operations, ensuring smooth order processing, timely fulfillment and high levels of customer satisfaction. The role will lead a customer service team, monitor order flow, manage escalations, coordinate with Sales, Supply Chain, Warehouse, Logistics and Finance teams, and drive continuous process improvements.

Key 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 order requests.
• 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, uplifts, order accuracy and productivity, identify gaps and recommend improvement initiatives.

Experience

• 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.

Technical Skills

• Strong MS Excel and reporting abilities.
• Experience with CRM/ERP systems such as Salesforce, SAP, Oracle, Tableau or similar platforms.
• Ability to analyse operational data and generate actionable insights.

Key Competencies

• Strong customer focus and service mindset.
• Excellent communication and stakeholder management skills.
• Leadership and coaching ability.
• Strong problem‑solving and analytical skills.
• Ability to thrive in a fast‑paced distribution environment.

Benefits

• Salary up to 10,000 AED.
• Performance‑based bonus.
• Private medical insurance.
• Annual economy flight ticket for self.
• 22 working days annual leave.
• End of service gratuity.