We are looking for a Team Leader – Customer Service / Sales Coordination to oversee customer service, sales coordination, order management, and operational support activities.
Key Responsibilities
- Lead and supervise the Customer Service / Sales Coordination team and manage daily operational activities.
- Ensure accurate and timely processing of customer orders from receipt through fulfilment and delivery.
- Coordinate closely with Sales, Warehouse, Supply Chain, Logistics, Finance, and other departments to ensure smooth order execution.
- Monitor order status, delivery schedules, returns, cancellations, uplifts, shortages, and special customer requirements.
- Handle customer escalations and resolve complex order/service issues promptly.
- Support the Sales team with order coordination, customer requirements, stock availability, and delivery follow-up.
- Monitor team performance, service levels, order accuracy, response times, and operational KPIs.
- Prepare and maintain MIS reports, dashboards, trackers, and management reports using advanced Excel.
- Analyse large datasets to identify order trends, service issues, customer behaviour, operational gaps, and improvement opportunities.
- Identify opportunities to improve customer service, order management, and internal processes.
- Participate in system enhancement projects, UAT, process implementation, and continuous improvement initiatives.
Requirements
- Bachelor's degree in any discipline.
- 5+ years of experience in Customer Service, Sales Coordination, Sales Operations, Order Management, or a related function.
- Minimum 2 years of team leadership / supervisory experience.
- Experience in FMCG, retail, distribution, e-commerce, or a high-volume order environment is preferred.
- Strong understanding of order processing, order fulfilment, customer operations, and sales coordination.
- Advanced proficiency in Microsoft Excel is essential, including Pivot Tables, VLOOKUP/XLOOKUP, SUMIFS, data analysis, reporting, and dashboard preparation.
- Strong experience preparing MIS, operational reports, and performance dashboards.
- Strong stakeholder management skills with experience coordinating across Sales, Warehouse, Logistics, Supply Chain, and Finance.
- Experience with Salesforce, Tableau, Magento, or other CRM/ERP systems will be an advantage.
- Knowledge of Customer Journey Mapping, VOC analysis, and service improvement is desirable.
Package - AED 10000/month
