Customer Service Specialist
We are looking for a Customer Service Specialist / Distribution Planner to join a global leading company in Dubai. This is a customer-focused role, with approximately 80% of the position focused on customer service and order management, and 20% supporting distribution planning and logistics coordination. The successful candidate will be responsible for managing customer orders from receipt through to delivery, ensuring customers receive a high level of service while working closely with sales, warehouse, logistics and distribution teams to ensure orders are fulfilled efficiently and on time. Key Responsibilities Customer Service – 80% - Manage the end-to-end customer order process, from order receipt through to delivery. - Act as the main point of contact for customers regarding orders, deliveries, availability and queries. - Process and maintain customer orders accurately within the company's ERP / order management system. - Monitor order status and proactively communicate any delays, shortages or changes to customers. - Coordinate with internal teams to resolve customer issues and ensure timely order fulfilment. - Work closely with the sales team to support customer requirements and priorities. - Manage customer complaints and queries professionally, ensuring issues are resolved efficiently. - Monitor customer service levels and identify opportunities to improve the overall customer experience. - Maintain accurate customer and order records. - Provide regular updates to customers and internal stakeholders on order and delivery status. - Support the preparation of customer service reports and relevant KPIs. Distribution Planning – 20% - Support the planning and coordination of daily distribution and deliveries. - Work closely with warehouse and logistics teams to ensure orders are prepared and dispatched on time. - Assist with delivery planning based on customer requirements, order priorities and available stock. - Monitor delivery schedules and proactively highlight potential issues. - Coordinate with distribution partners / drivers where required. - Help optimise delivery schedules and ensure efficient utilisation of available resources. - Support the wider supply chain team with ad-hoc planning and logistics activities. Key Requirements - Experience in customer service, order management, supply chain, logistics or distribution. - Experience within FMCG, retail, food & beverage or a similar fast-moving environment would be highly advantageous. - Strong experience managing customer orders and resolving customer queries. - Good understanding of distribution and delivery processes. - Strong organisational and time-management skills, with the ability to manage multiple priorities. - Excellent communication and interpersonal skills. - Strong attention to detail and accuracy. - Comfortable working with ERP / order management systems and Microsoft Excel. - Ability to work effectively with sales, warehouse, logistics and supply chain teams. - Proactive approach to problem-solving and customer service.