Customer Service- Team Leader

We are hiring for Team Leader- Customer Service (Alcohol and Beverage industry) (attached is the JD) for a leading UAE-based distributor and retailer of premium beverages, the company has built a strong presence across the hospitality, retail, and wholesale sectors. With an extensive portfolio of internationally recognized brands, it operates a well-established distribution network, supplying hotels, restaurants, bars, clubs, airlines, and retail outlets across the UAE. Renowned for its commitment to service excellence, operational efficiency, and customer satisfaction, the organization offers a dynamic and fast-paced work environment with opportunities for professional growth and career development. Salary- upto 10K AED + Performance based bonus based on individual and company performance + Private medical insurance + Annual economy flight ticket for self + 22 working days annual leave + End of service gratuity. Location: Dubai Role Purpose: The Team Leader – Customer Service will support the Customer Experience Manager in managing daily customer service operations, ensuring smooth order processing, timely fulfilment, and high levels of customer satisfaction. The role will lead a customer service team, monitor order flow, manage escalations, coordinate with Sales, Supply Chain, Warehouse, Logistics, and Finance teams, and drive continuous process improvements. Key Responsibilities Customer Service Operations • Lead and support the Customer Service team in managing daily operations and customer interactions. • Ensure customer enquiries, complaints, and requests are handled promptly and effectively. • Monitor order processing activities to ensure all orders are accurately processed within agreed timelines. • Manage escalations and resolve complex customer issues. • Ensure smooth coordination between internal teams and external customers. Order Management & Logistics Coordination • Monitor the complete order-to-delivery cycle, ensuring minimal delays and errors. • Coordinate with Sales, Supply Chain, Warehouse, Finance, and 3PL partners for timely deliveries. • Track delivery issues, returns, rescheduled deliveries, and special order requests. • Support improvements in order fulfilment processes and customer experience. Team Leadership • Supervise, coach, and support Customer Service Executives. • Allocate daily tasks, prepare team rosters, and monitor workload. • Conduct team meetings, provide feedback, and support employee development. • Monitor team performance, productivity, and service quality. Reporting & Process Improvement • Prepare operational reports and analyse customer service performance metrics. • Monitor KPIs including: • Customer Satisfaction (CSAT) • First Contact Resolution (FCR) • Returns/Uplifts • Order Accuracy • Productivity • Identify process gaps and recommend improvement initiatives. Experience: • 5+ years of experience in Customer Service, Customer Operations, Order Management, or Sales Support. • Minimum 2 years of team leadership/supervisory experience. • Experience within FMCG, distribution, trading, retail, ecommerce, or logistics environments preferred. • Strong exposure to order processing, customer escalations, and delivery coordination. Technical Skills: • Strong MS Excel and reporting skills. • Experience with CRM/ERP systems such as Salesforce, SAP, Oracle, Tableau, or similar platforms preferred. • Ability to analyse operational data and generate insights. Key Competencies: • Strong customer focus and service mindset. • Excellent communication and stakeholder management skills. • Team leadership and coaching ability. • Strong problem-solving and analytical skills. • Ability to work in a fast-paced distribution environment.