Job Description

Roles & Responsibilities

We are recruiting for a Customer Service Executive position within our supply chain function.

The role serves as the single operational point of contact for assigned key accounts, with full ownership of the order-to-delivery cycle. It is positioned within supply chain rather than sales and is accountable for the service the customer experiences: order accuracy, availability, delivery performance, and the timely resolution of complaints and claims.

Key responsibilities

• Own the end-to-end order-to-delivery cycle for assigned accounts, from order receipt and validation through allocation, delivery scheduling, dispatch and proof of delivery
• Coordinate daily sales operations and ensure smooth order processing for major UAE modern trade accounts (Carrefour, LULU, Union Coop, Spinneys, Sharjah Co-op) across multiple regions.
• Manage the open order book daily, addressing shortages, blocked orders and aged lines proactively with planning, sales and logistics
• Track and report service performance against agreed SLAs — OTIF, case fill rate and complaint resolution — including reason coding for every service failure
• Resolves complaints, returns and claims to closure, including investigation, evidence gathering, customer agreement and credit note processing
• Coordinate across sales, warehousing and logistics to align commercial commitments with operational capability
• Conduct root cause analysis on recurring service issues and drive corrective actions with the accountable function

Desired Candidate Profile

• 3–5 years' experience in customer service, order management or customer supply chain within FMCG, food or a comparable fast-moving distribution environment
• Proficiency in ERP order management, ideally SAP or an equivalent platform
• Advanced Excel capability, including the ability to build service reporting from raw ERP data
• Demonstrated experience resolving customer complaints and claims end to end
• Strong stakeholder management skills, with the confidence to maintain a clear position with customers and internal functions alike
• Fluent English; Arabic an advantage