Customer Service- Team Leader

Job Description Roles & Responsibilities 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. Desired Candidate Profile 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. Employment Type Full Time Company Industry FMCGFoodsBeverages Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Team ManagementCustomer Service LeadershipProblem SolvingCRM SoftwarePerformance Improvement Get real-time job updates only on our App