O2C Service Coordinator — SAP Expert (MEA)

The Estée Lauder Companies Inc.; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

The Estée Lauder Companies is seeking a Customer Service Coordinator to join our Middle East Supply Chain team in Dubai. This role goes beyond order processing, focusing on end-to-end Order-to-Cash (O2C) processes and delivering a superior customer experience.

You will own order processing, handle claims, troubleshoot delivery issues, monitor KPIs, and collaborate with customers and internal teams to resolve issues.

Qualifications

• Strong experience across order and claims management, ideally within 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.
• Strong customer focus with the energy and drive to follow through and get things done.
• Someone who naturally asks: “How can we make this work better?”

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

Reporting

Problem solving

Ownership

Customer focus

Agile mindset

Tools

SAP

Job description

The Estée Lauder Companies is seeking a Customer Service Coordinator to join our Middle East Supply Chain team in Dubai. This role goes beyond order processing, focusing on end-to-end Order-to-Cash (O2C) processes and delivering a superior customer experience.

You will own order processing, handle claims, troubleshoot delivery issues, monitor KPIs, and collaborate with customers and internal teams to resolve issues.