# Customer Service Team Leader – FMCG Industry — Lobo Management

Canonical: https://jobxdubai.com/jobs/li-4437228058-customer-service-team-leader-fmcg-industry
Location: Dubai, UAE
Type: full_time · Level: mid
Monthly salary: AED 15,000 to 25,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-07-12
Apply: https://www.linkedin.com/jobs/view/customer-service-team-leader-%E2%80%93-fmcg-industry-at-lobo-management-4437228058?_l=en

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## Description

We are hiring for a leading FMCG company to recruit an experienced Customer Service Team Leader to lead the day-to-day customer service function, ensuring efficient order processing, delivery coordination, and exceptional customer satisfaction. This role requires a highly organized professional who thrives in a fast-paced environment, managing the successful processing of orders for over 500 customers, each with unique requirements and extensive SKU portfolios.

Key Responsibilities

• Lead and motivate a team to deliver best-in-class customer service across all client touchpoints

• Ensure new employee training is conducted effectively and within timelines; facilitate cross-training for existing team members

• Support the Manager – Customer Experience with team coaching, performance reviews, and disciplinary matters in line with company policy

• Provide operational assistance to team members and ensure accurate, timely communication within the department

• Deliver performance feedback, drive service improvements, and foster a culture of accountability and excellence

• Maintain strong collaboration with sales, logistics, and finance to ensure smooth customer operations

Key Performance Indicators (KPIs

• Team Accuracy & Productivity

• Returns / Uplift

• Customer Satisfaction (CSAT)

• Net Promoter Score (NPS)

• First Contact Resolution (FCR)

• Individual Productivity

• Process Improvement Initiatives / Kaizen

Ideal Profile

• Proven experience in customer service or order management within the FMCG distribution or 3PL Logistics

• Strong leadership, analytical, and problem-solving skills

• Excellent communication and interpersonal abilities

• Exposure to ERP/CRM systems and performance management tool

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