EMEA - Customer Service Representative

Shawfloorscareers; Dubai; On-site; AED 89,000 - 123,000; Full time

Job summary

Shaw Industries Dubai showroom is seeking a Customer Service Specialist to support Middle East and French-speaking customers. You will handle orders, inquiries, and showroom duties, ensuring a welcoming environment and organized sample library.

The role emphasizes First Contact Resolution and professional customer interactions. You will collaborate with sales, marketing, and operations, maintain SFDC data for projects, and assist with quotes and reports from Glenigan.

Qualifications

• 1–2 years of customer service experience in sales or luxury brands.
• Excellent written and verbal communication in English; French or German preferred.
• Ability to work in a fast-paced showroom environment.

Responsibilities

• Enter orders and respond to enquiries for assigned customers.
• Coordinate with transportation partners to ensure timely deliveries.
• Monitor orders and inventory to maximize service and reduce costs.
• Maintain showroom appearance and manage sample library and café supplies.
• Provide weekly showroom activity reporting to sales teams.

Skills

Customer service

Communication

French language

German language

Sales support

Tools

SFDC (Salesforce)

Glenigan

Job description

3246 - Dubai,Dubai Design District, Building 06 First Floor, Unit B108 Dubai United Arab Emirates

Full time

R-157420

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 withing 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

Work Shift

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

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.

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