EMEA - Customer Service Representative

Shaw Industries Group, Inc.; Dubai; In loco; AED 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Shaw Industries Group, Inc. is seeking a Customer Service Specialist in Dubai to provide in-person and virtual support for Middle East and French-speaking customers.

The role includes order processing, showroom management, sample library handling, and coordinating service partners to ensure timely delivery. The position focuses on delivering a world-class customer experience via phone, email, and in-person interactions, with duties split between customer service and showroom coordination.

Competenze

• A desire to deliver world‑class customer service.
• Strong attention to detail.
• Clear, professional, and concise communication skills; written and verbal.
• Proficient adaptable computer skills.
• Basic mathematical skills.
• Excellent organizational and time management skills.
• Ability to obtain and maintain authorization to work in the UAE.
• Desired: 1-2 years Customer Service experience in a sales environment or hospitality service for a premium or luxury brand.
• Ability to prioritize competing responsibilities.
• Preferred languages, French, German.

Mansioni

• Create a positive customer experience with assigned customers and communicate professionally to perform all order entry, maintenance, and enquiries.
• Communicate with customers to confirm order and delivery details.
• Communicate with transportation partners to ensure accurate and reliable delivery of goods.
• Monitor orders and inventory position to maximize service and reduce costs.
• Analyze stock positions and proactively address concerns for customers.
• Assist with showroom duties and maintain an appealing customer environment in Dubai.

Conoscenze

Customer service

Communication

Computer skills

Time management

Detail oriented

Fluent English

Strumenti

SFDC

Glenigan

Descrizione del lavoro

Job Title EMEA - Customer Service Representative

Position Overview Shaw Contract - Dubai - Customer Service Specialist

Job Description and Responsibilities

Job Summary and Representative Overview: As a Customer Service Specialist, you will work to provide virtual and in person support to Middle East & French speaking customers. You will ensure that all customer contacts are dealt with effectively and courteously. This will include processing orders, preparing correspondence, and responding to enquiries as requested by the customer, sales, marketing and customer service management team (80%). The Customer Service Specialist is also responsible for ensuring a welcoming environment in the Dubai showroom and managing the sample library, refreshments, and coordination of maintenance vendors (20%). As a Shaw Representative you will strive to deliver a world class customer experience via phone, email and in person with a strong focus on First Contact Resolution. You will display a professional can-do attitude while interacting - multiple times a day - with key customers. You will take ownership of customer support through detailed follow-up from order processing to delivery of the product with a focus on continuous improvement.

Essential Duties & Responsibilities

• Create a positive customer experience with assigned customers and communicate professionally to perform all order entry, maintenance, and enquiries along with other duties for assigned account base. (80%)
• Communicate with customers to confirm order and delivery details.
• Communicate with transportation partners to ensure accurate and reliable delivery of goods to the customer.
• Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.
• Analyze stock positions and proactively address concerns for customers.
• Responsible for the resolution of routine questions and problems in a timely manner, provide alternative suggestions to satisfy customer requirements when necessary.
• Must make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and procedures.
• Seek to understand and anticipate the unique needs of customers.
• Create and maintain a positive customer experience within the Dubai showroom in support of sales activities.
• Maintain overall appearance of the showroom including stock library, management of cleaning service, building service, and flower/plant services.
• Keep showroom displays and palettes up to date and regularly refreshed.
• Maintain and order café supplies.
• Manage sample and stock within the showroom.
• Analyze job related information and make decisions based on previous experience.
• Maintain showroom calendar and visitor log.
• Provide sales team with weekly report on showroom activity.
• Greet showroom guests to create positive customer experience consistent with the brand.
• Present products to walk-in visitors when sales team is unavailable and provide literature.
• Professionally represent the company brand in all interactions and correspondence.
• Process sample requests from customers, architects, designers.
• If required send samples to customers, architects, designers for the region.
• Support the Sales team with updating SFDC with project information, creating quotes and producing project reports from Glenigan.
• Take part in monthly project calls with the sales team, RVP and marketing.

Requirements

A desire to deliver world‑class customer service

Strong attention to detail

Clear, professional, and concise communication skills; written and verbal.

Must have proficient adaptable computer skills

Basic mathematical skills

Excellent organizational and time management skills

The ability to think outside the box

Ability to obtain and maintain authorization to work in the UAE

Desired: 1-2 years Customer Service experience in a sales environment or hospitality service for a premium or luxury brand

Ability to prioritize competing responsibilities.

Preferred languages, French, German

Required Competencies

Communicate Effectively

Build Customer Satisfaction

Manage Work

Learn & Apply

Employment Type and Shift

Shift Shaw Industries

Equal Opportunity Statement

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Company Overview

A history of success, a future of possibility

Founded in 1967, Shaw Industries' leadership has been built on a history of success.

Over time, our products have expanded, the customers we serve have been broadened, and the technology we use has advanced, but our vision to create a better future remains the same.

Exceeding our customers' expectations for quality, service and performance is at the heart of our business.

Global Flooring Provider Shaw Industries Group Inc. supplies carpet, resilient, hardwood, tile and stone, synthetic turf, and other specialty products to residential and commercial markets worldwide.

Learn more Operational Excellence Our manufacturing operations and integrated supply chain deliver a broad array of products to meet diverse needs across residential and commercial markets throughout the world.

Learn more Award Winning The success of our company and the success of our associates go hand-in-hand. We are consistently awarded as an employer of choice, community partner, and leader in design and innovation.

Learn more We Sustain Human Ability At Shaw, sustainability means sustaining human ability in all of our products and processes. We ask ourselves "how can we minimize our impact on the environment and maximize human potential?"

Learn More Community Partner From civic involvement and philanthropic giving to volunteerism and future workforce development, our company and associates leverage our combined passions and expertise in addressing community needs, collaboratively.

Learn More In The News There is always something new and exciting happening at Shaw. Check out our news page to read our recent press releases, company blog posts, sustainability reports and more! Learn More