Customer Service Representative | Everyday Goods - Distribution

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

Job Summary:

The incumbent, in the role of Customer Service Representative within GMG's Everyday Goods division, is responsible for providing excellent customer service and support to strategic accounts, assisting with order processing, and resolving customer inquiries promptly. Reporting to the Manager - Sales, the incumbent is central to ensuring a positive customer experience, strengthening client relationships, and supporting GMG's commitment to service excellence within the Consumer division.

Key Responsibilities:

• Manage customer inquiries and oversee the full order process, from initial entry to final delivery confirmation.

• Serve as the primary point of contact for key accounts, handling product inquiries and resolving issues.

• Coordinate with internal departments to ensure customer requirements are met efficiently.

• Accurately process orders in the system and monitor stock levels.

• Liaise with supply chain teams to prevent delays and ensure timely order fulfillment.

• Handle customer complaints professionally, ensuring resolution and escalating to the Manager - Sales when required.

• Keep customers updated on order status, delivery timelines, and any changes in product availability.

• Collect and report customer feedback to support improvements in service quality and product offerings.

• Maintain proper documentation, ensuring all customer interactions and order details are accurately recorded.

• Support the sales team in achieving service targets and uphold GMG's reputation for reliable customer support.

• Demonstrate a strong understanding of customer service principles, including order processing and complaint resolution.

• Utilize CRM and ERP systems (e.g., SAP) to manage customer records and track order statuses effectively.

• Communicate clearly and professionally with clients to address inquiries and resolve issues efficiently.

• Apply strong organizational skills to manage multiple customer requests simultaneously.

• Maintain accurate and up-to-date records of customer interactions and transactions.

Requirements:

• Experience with LPO, Sales Order, and Outbound Delivery (OBD) printing

• Experience using CRM/ERP systems (e.g., SAP)

• Knowledge of document attachment and warehouse handover processes

• English communication skills required Arabic is a plus

• Excel experience and knowledge is mandatory

• High School Diploma or equivalent