Customer Service Team Leader – FMCG/ Distribution

• Job Title - Customer Service Team Leader – FMCG/ Distribution • Type – Permanent • Work Location – Dubai • Mandatory – Min 5-6 years of experience in Customer Service or Call Centre operations, with a strong background in FMCG distribution or high-volume order management, handling bulk order processing and customer escalations effectively. Responsibilities: • Lead and manage a team of 8–10 Customer Service Representatives, ensuring high productivity and service standards in a fast-paced environment. • Oversee the accurate and timely processing of 300+ customer orders per day, including manual entry of bulk orders and Local Purchase Orders (LPOs). • Handle customer, warehouse, and delivery-related queries and escalations, ensuring timely issue resolution and seamless order fulfillment. • Act as the key liaison between team members, management, and cross-functional stakeholders including Sales, Warehouse, Supply Chain, and Logistics teams. • Monitor order processing accuracy, quality standards, and team performance to maintain excellent customer satisfaction levels. • Conduct regular coaching, training, and performance reviews to support team development and continuous improvement. • Analyze operational reports and identify process improvement opportunities to enhance productivity, efficiency, and service delivery. • Ensure adherence to service level agreements (SLAs), operational procedures, and customer-specific order processing requirements while performing effectively in a high-pressure FMCG distribution environment. Show more Show less

Min 5-6 years of experience in Customer Service or Call Centre operations, with a strong background in FMCG distribution or high-volume order management, handling bulk order processing and customer escalations effectively.

Lead and manage a team of 8–10 Customer Service Representatives, ensuring high productivity and service standards in a fast-paced environment. Oversee the accurate and timely processing of 300+ customer orders per day, including manual entry of bulk orders and Local Purchase Orders (LPOs). Handle customer, warehouse, and delivery-related queries and escalations, ensuring timely issue resolution and seamless order fulfillment. Act as the key liaison between team members, management, and cross-functional stakeholders including Sales, Warehouse, Supply Chain, and Logistics teams. Monitor order processing accuracy, quality standards, and team performance to maintain excellent customer satisfaction levels. Conduct regular coaching, training, and performance reviews to support team development and continuous improvement. Analyze operational reports and identify process improvement opportunities to enhance productivity, efficiency, and service delivery. Ensure adherence to service level agreements (SLAs), operational procedures, and customer-specific order processing requirements while performing effectively in a high-pressure FMCG distribution environment.