O2C & SAP Specialist - Customer Service (Supply Chain)

The Estée Lauder Companies; Dubai; On-site; AED 167,000 - 223,000; Full time

Job summary

The Estee Lauder Companies Inc. is seeking a Customer Service Coordinator to join the Middle East Supply Chain. This role focuses on end-to-end O2C, owning order processing, claims management and customer queries from validation through to resolution.

You will troubleshoot order failures, manage claims with root cause analysis, and track service levels with KPI reporting. A fast-paced, data-driven environment requires proactive problem solving and strong ownership across teams.

Qualifications

• 5+ years of order and claims management experience in an O2C environment.
• SAP experience is a must.
• Strong analytical, reporting and problem solving capabilities.
• An agile, proactive and solutions-focused mindset with ownership.
• Excellent customer focus and communication abilities.
• Willingness to identify and implement process improvements.

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 timely resolution, root cause analysis and prevention.
• Track and report on service levels, order performance, claims trends and key KPIs.
• Partner with customers and internal teams to ensure issues are understood and resolved.
• Identify opportunities to simplify, automate and improve processes, including workflows, BOTs and system enhancements.
• Maintain data integrity, process controls and compliance.

Skills

Order management

Claims management

SAP

Analytical skills

Problem solving

Data reporting

Ownership accountability

Customer focus

Process improvement

Tools

SAP

Job description

The Estee Lauder Companies Inc. is seeking a Customer Service Coordinator to join the Middle East Supply Chain. This role focuses on end-to-end O2C, owning order processing, claims management and customer queries from validation through to resolution.

You will troubleshoot order failures, manage claims with root cause analysis, and track service levels with KPI reporting. A fast-paced, data-driven environment requires proactive problem solving and strong ownership across teams.