O2C Customer Experience Coordinator (SAP)

The Estée Lauder Companies; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

The Estée Lauder Companies is seeking a Customer Service Coordinator to join its Middle East Supply Chain team in Dubai. The role focuses on end-to-end Order-to-Cash, owning order processing, claims handling and customer queries with a proactive, solution-driven mindset.

You will troubleshoot order issues, manage fulfilment risks and drive data-driven improvements while collaborating with customers and internal teams to ensure timely resolution and high service levels.

Qualifications

• Strong experience across order and claims management in an O2C environment.
• Around 5 years' relevant experience, depending on background and scope.
• SAP experience is a must.
• Strong analytical, reporting and problem solving capabilities.
• An agile, proactive and solutions-focused mindset with a strong sense of ownership and accountability.

Responsibilities

• Own order processing, claims management and customer queries from validation through to resolution.
• Proactively troubleshoot order failures, supply constraints, delivery issues and fulfilment risks.
• Manage claims with a focus on timely resolution, root cause analysis and prevention.
• Track and report on service levels, order performance, claims trends and key operational KPIs.
• Partner closely with customers and internal teams to ensure issues are understood, answered and resolved.
• Identify opportunities to simplify, automate and improve processes, including workflows, BOTs and system enhancements and new ways of working.
• Maintain strong data integrity, process controls and compliance.

Skills

Order management

Claims management

Analytical skills

Customer focus

Ownership

Tools

SAP

Job description

The Estée Lauder Companies is seeking a Customer Service Coordinator to join its Middle East Supply Chain team in Dubai. The role focuses on end-to-end Order-to-Cash, owning order processing, claims handling and customer queries with a proactive, solution-driven mindset.

You will troubleshoot order issues, manage fulfilment risks and drive data-driven improvements while collaborating with customers and internal teams to ensure timely resolution and high service levels.