Job Description

Roles & Responsibilities

We are hiring for Team Leader- Customer Service (Alcohol and Beverage industry) (attached is the JD) for a leading UAE-based distributor and retailer of premium beverages, the company has built a strong presence across the hospitality, retail, and wholesale sectors. With an extensive portfolio of internationally recognized brands, it operates a well-established distribution network, supplying hotels, restaurants, bars, clubs, airlines, and retail outlets across the UAE. Renowned for its commitment to service excellence, operational efficiency, and customer satisfaction, the organization offers a dynamic and fast-paced work environment with opportunities for professional growth and career development.

Salary- upto 10K AED + Performance based bonus based on individual and company

performance + Private medical insurance + Annual economy flight ticket for self +

22 working days annual leave + End of service gratuity.

Location: Dubai

Role Purpose:

The Team Leader – Customer Service will support the Customer Experience Manager in managing daily customer service operations, ensuring smooth order processing, timely fulfilment, and high levels of customer satisfaction. The role will lead a customer service team, monitor order flow, manage escalations, coordinate with Sales, Supply Chain, Warehouse, Logistics, and Finance teams, and drive continuous process improvements.

Key Responsibilities

Customer Service Operations

• Lead and support the Customer Service team in managing daily operations and customer interactions.
• Ensure customer enquiries, complaints, and requests are handled promptly and effectively.
• Monitor order processing activities to ensure all orders are accurately processed within agreed timelines.
• Manage escalations and resolve complex customer issues.
• Ensure smooth coordination between internal teams and external customers.

Order Management & Logistics Coordination

• Monitor the complete order-to-delivery cycle, ensuring minimal delays and errors.
• Coordinate with Sales, Supply Chain, Warehouse, Finance, and 3PL partners for timely deliveries.
• Track delivery issues, returns, rescheduled deliveries, and special order requests.
• Support improvements in order fulfilment processes and customer experience.

Team Leadership

• Supervise, coach, and support Customer Service Executives.
• Allocate daily tasks, prepare team rosters, and monitor workload.
• Conduct team meetings, provide feedback, and support employee development.
• Monitor team performance, productivity, and service quality.

Reporting & Process Improvement

• Prepare operational reports and analyse customer service performance metrics.
• Monitor KPIs including:
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Returns/Uplifts
  • Order Accuracy
  • Productivity
• Identify process gaps and recommend improvement initiatives.

Desired Candidate Profile

Experience:

• 5+ years of experience in Customer Service, Customer Operations, Order Management, or Sales Support.
• Minimum 2 years of team leadership/supervisory experience.
• Experience within FMCG, distribution, trading, retail, ecommerce, or logistics environments preferred.
• Strong exposure to order processing, customer escalations, and delivery coordination.

Technical Skills:

• Strong MS Excel and reporting skills.
• Experience with CRM/ERP systems such as Salesforce, SAP, Oracle, Tableau, or similar platforms preferred.
• Ability to analyse operational data and generate insights.

Key Competencies:

• Strong customer focus and service mindset.
• Excellent communication and stakeholder management skills.
• Team leadership and coaching ability.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced distribution environment.
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