Customer Service Executive - Supply Chain

We are recruiting for a Customer Service Executive position within our supply chain function. The role serves as the single operational point of contact for assigned key accounts, with full ownership of the order-to-delivery cycle. It is positioned within supply chain rather than sales and is accountable for the service the customer experiences: order accuracy, availability, delivery performance, and the timely resolution of complaints and claims. Key responsibilities Own the end-to-end order-to-delivery cycle for assigned accounts, from order receipt and validation through allocation, delivery scheduling, dispatch and proof of delivery Coordinate daily sales operations and ensure smooth order processing for major UAE modern trade accounts (Carrefour, LULU, Union Coop, Spinneys, Sharjah Co-op) across multiple regions. Manage the open order book daily, addressing shortages, blocked orders and aged lines proactively with planning, sales and logistics Track and report service performance against agreed SLAs — OTIF, case fill rate and complaint resolution — including reason coding for every service failure Resolves complaints, returns and claims to closure, including investigation, evidence gathering, customer agreement and credit note processing Coordinate across sales, warehousing and logistics to align commercial commitments with operational capability Conduct root cause analysis on recurring service issues and drive corrective actions with the accountable function Desired Candidate Profile 3–5 years' experience in customer service, order management or customer supply chain within FMCG, food or a comparable fast-moving distribution environment Proficiency in ERP order management, ideally SAP or an equivalent platform Advanced Excel capability, including the ability to build service reporting from raw ERP data Demonstrated experience resolving customer complaints and claims end to end Strong stakeholder management skills, with the confidence to maintain a clear position with customers and internal functions alike Fluent English; Arabic an advantage Employment Type Full-time

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