Team Leader - Customer Service & Order Management

Team Leader – Customer Service & Order Management

Location: JAFZA, Dubai

Working Days: Monday to Friday

About the Company

Our client is an established international trading and distribution company with a strong global presence. The company specializes in the sourcing, distribution, and supply-chain management of industrial raw materials across international markets.

Job Summary

We are looking for an experienced Team Leader to manage customer service and end-to-end order operations. The ideal candidate will have strong experience in international trading, export and cross-trade documentation, logistics, and order management.

Candidates must have experience managing customers across African and European markets, along with the ability to lead a team, handle complex orders, and resolve operational issues independently.

Key Responsibilities

• Lead and support the Customer Service and Order Management team, ensuring accountability and adherence to company procedures.
• Manage the end-to-end order cycle, from order confirmation through shipment, delivery, and closure.
• Handle key customer accounts, escalations, and order-related concerns.
• Coordinate with Sales, Procurement, Logistics, Finance, Warehouse, suppliers, freight forwarders, and shipping lines.
• Oversee export and cross-trade documentation, ensuring accuracy and compliance.
• Monitor order ageing, workload, SLA compliance, and team performance.
• Identify shipment delays, documentation gaps, and operational risks, taking timely corrective action.
• Ensure compliance with internal processes, controls, and approval requirements.
• Recommend process improvements to enhance efficiency and customer service.
• Provide regular management reports on order status, pending issues, team performance, and operational risks.

Qualifications and Experience

• Bachelor's degree in Business Administration, International Business, Supply Chain, Logistics, or a related field.
• Minimum 8 years of relevant experience in international trading, distribution, logistics, or an export-oriented business.
• Previous experience leading a Customer Service or Order Management team.
• Strong knowledge of export procedures, cross-trade transactions, logistics, and shipping documentation.
• Proven experience managing customers across Africa and Europe.
• Strong leadership, communication, coordination, and problem-solving skills.