Customer Service Executive – High-Volume Order Processing

Customer Service Executive – High-Volume Order Processing Location: Dubai, UAE Industry: FMCG Distribution / Trading Salary : upto 7000 AED + Medical + Visa + Air ticket + Performance Bonus (annually) Location: Dubai This role will be on a rotational shift with 2 days off in a week, Saturday & Sunday will be a working day. 3 shifts: 8am-5pm OR 10am-7pm OR 11am-8pm Our client: is a market leader renowned for its excellence in the alcoholic beverage industry. The company boasts a world-class, diverse brand portfolio that spans all key categories and segments — including rare, limited edition, and exclusive labels. It proudly partners with many of the world’s top names in beer, wine, and spirits. Role Purpose The Executive – Customer Service will support the Customer Experience Manager in managing customer orders, coordinating order fulfilment and ensuring timely deliveries across a diverse product portfolio. The role requires strong order processing capabilities, attention to detail and effective coordination with Sales, Warehouse, Supply Chain, Logistics and Finance teams. Candidates with experience in Oil & Gas, industrial equipment distribution, spare parts, lubricants or other B2B distribution environments are encouraged to apply, particularly those experienced in handling high-volume customer orders. Key Responsibilities Customer Service & Order Management • Process customer purchase orders and LPOs accurately in the ERP system. • Manage end-to-end order processing, from order entry and confirmation through dispatch, delivery and invoicing. • Respond to customer and Sales team queries relating to pricing, product availability, order status and delivery schedules. • Follow up on orders placed on hold and coordinate with Sales and Credit Control for timely resolution. • Monitor order fulfilment and proactively communicate delivery delays or changes to customers. • Arrange urgent deliveries and support the recovery of potential lost sales through stock checks and delivery planning. Stock & Logistics Coordination • Coordinate with Warehouse, Supply Chain and Logistics teams to ensure timely and accurate order fulfilment. • Verify product availability and ensure orders are allocated to the correct distribution centre or location. • Support stock transfers, stock receipts, returns and other inventory-related transactions. • Investigate delivery discrepancies, picking errors, damaged goods and customer returns. • Coordinate stock-related credit notes and communicate resolutions to relevant stakeholders. Sales & Finance Coordination • Support Sales teams with customer order updates, pricing information and product availability. • Coordinate with Finance and Credit Control regarding invoicing discrepancies, credit holds and outstanding order issues. • Ensure accurate preparation and maintenance of sales orders, LPOs, delivery notes, invoices and related documentation. Reporting & Documentation • Maintain accurate customer records, order documentation and ERP data. • Prepare reports on order processing, delivery performance, returns and outstanding orders. • Monitor order accuracy and delivery timelines, identifying recurring issues and opportunities for improvement. • Support process improvement initiatives to enhance customer satisfaction and operational efficiency. • Bachelor's degree or equivalent qualification preferred. • 2–3 years of experience in customer service, sales coordination, order management or sales administration. • Experience in Oil & Gas, oilfield equipment, industrial supplies, spare parts, lubricants, chemicals, FMCG distribution or B2B trading is preferred. • Demonstrable experience handling customer orders, preferably in a high-volume environment. • Experience coordinating with Sales, Warehouse, Logistics and Finance teams. • Working knowledge of ERP systems such as SAP, Oracle, Microsoft Dynamics or similar platforms. • Good working knowledge of Microsoft Excel, Word and Outlook. Key Skills & Competencies • Customer service and relationship management • Accurate and efficient order processing • Order fulfilment and delivery coordination • Stock availability and inventory coordination • Problem-solving and issue resolution • Cross-functional stakeholder coordination • Strong attention to detail and data accuracy • Ability to work in a fast-paced, customer-focused environment • Ownership, accountability and teamwork Key Performance Indicators • Accuracy of customer orders processed • Timely order fulfilment and delivery performance • Reduction in order discrepancies and stock-related returns • Timely resolution of customer queries and delivery issues • Accuracy of customer records and order documentation • Customer satisfaction and service quality