Customer Service Team Leader – FMCG Industry

Lobo Management; Dubai; On-site; AED 201,000 - 335,000; Full time

Job summary

Lobo Management in Dubai is seeking an experienced Customer Service Team Leader to drive day-to-day operations, ensuring efficient order processing, timely deliveries, and high customer satisfaction. You will lead a team serving 500+ customers with diverse SKUs, coordinating across sales, logistics, and finance to meet stringent service levels.

The role demands strong leadership, clear communication, and hands-on coaching to maintain performance standards in a fast-paced environment.

Qualifications

• Proven experience in customer service or order management within FMCG distribution or 3PL Logistics.
• Strong leadership, analytical, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Exposure to ERP/CRM systems and performance management tools.

Responsibilities

• Lead and motivate a team to deliver best-in-class customer service across all client touchpoints.
• Ensure new employee training is conducted effectively and within timelines; facilitate cross-training.
• Support the Manager – Customer Experience with coaching, performance reviews, and disciplinary matters.
• Provide operational assistance to team members and ensure timely communication within the department.
• Deliver performance feedback and drive service improvements and accountability.
• Collaborate with sales, logistics, and finance to ensure smooth customer operations.

Skills

Leadership

Customer service

Order management

ERP/CRM systems

KPI tracking

Tools

ERP/CRM software

Job description

We are hiring for a leading FMCG company to recruit an experienced Customer Service Team Leader to lead the day-to-day customer service function, ensuring efficient order processing, delivery coordination, and exceptional customer satisfaction. This role requires a highly organized professional who thrives in a fast-paced environment, managing the successful processing of orders for over 500 customers, each with unique requirements and extensive SKU portfolios.

Key Responsibilities

• Lead and motivate a team to deliver best-in-class customer service across all client touchpoints
• Ensure new employee training is conducted effectively and within timelines; facilitate cross-training for existing team members
• Support the Manager – Customer Experience with team coaching, performance reviews, and disciplinary matters in line with company policy
• Provide operational assistance to team members and ensure accurate, timely communication within the department
• Deliver performance feedback, drive service improvements, and foster a culture of accountability and excellence
• Maintain strong collaboration with sales, logistics, and finance to ensure smooth customer operations

Key Performance Indicators (KPIs

• Team Accuracy & Productivity
• Returns / Uplift
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Individual Productivity
• Process Improvement Initiatives / Kaizen

Ideal Profile

• Proven experience in customer service or order management within the FMCG distribution or 3PL Logistics
• Strong leadership, analytical, and problem-solving skills
• Excellent communication and interpersonal abilities
• Exposure to ERP/CRM systems and performance management tool