Customer Service Specialist ME

About The Role

We are seeking a qualified candidate to join our company as the Customer Service Specialist ME, based in Dubai. This role will be responsible for managing customer orders and supporting continuous improvement initiatives within the Regional Supply Chain team. Reporting to the Customer and Supply Chain Manager MEA, the Customer Service Specialist will act as a key contact for all order-related matters, ensuring timely and accurate processing of customer orders and enhancing the overall customer experience.

The successful candidate will collaborate with internal stakeholders, such as logistics, sales, and supply chain teams, to resolve order issues and contribute to the continuous improvement of customer service processes. This role also involves maintaining accurate order documentation, handling customer inquiries, and proactively identifying opportunities to optimize processes and improve service levels.

Key Responsibilities Include:

• Manage customer orders from receipt to delivery, ensuring accuracy and compliance with company policies.
• Act as the primary contact for customer inquiries regarding order status, delivery schedules, and product availability.
• Resolve order-related issues by coordinating with internal teams to ensure customer satisfaction.
• Maintain and update order management systems (SAP/Salesforce) with current information and customer records.
• Monitor and analyze key performance metrics to identify trends and improvement opportunities.
• Collaborate with cross-functional teams to drive process optimization and enhance the overall customer experience.
• Organize and maintain process documentation to support continuous improvement efforts within the customer service team.
• Ensure compliance with service level agreements (SLAs) and contribute to achieving performance targets.

About You:

• Bachelor’s Degree in Supply Chain Management, Business Administration, or a related field.
• 5+ years of experience in customer service or order management, preferably within the manufacturing or supply chain industry.
• Proficient in order management systems (SAP) and Microsoft Office tools, with knowledge of Business Intelligence tools (Power BI) being a plus.
• Strong analytical skills and attention to detail, with the ability to identify and resolve process issues.
• Excellent verbal and written communication skills in English, French or Arabic are a strong plus.
• A proactive and customer-focused approach, with the ability to work through challenging situations while maintaining professionalism.
• Strong organizational skills and the ability to manage multiple tasks in a fast-paced environment.
• Ability to work independently and collaborate effectively with cross-functional teams.