Customer Service Executive - Textile

Role overview

This position focuses on supporting textile customers through order handling, service coordination, issue resolution, and proactive communication. The role serves as a key point of contact for assigned accounts, helping maintain service quality, pricing accuracy, timely delivery, and smooth end-to-end order completion.

Key responsibilities

You will handle customer interactions by phone and through internal systems, manage order progress, and work closely with sales, marketing, logistics, and operations to keep accounts running efficiently. The role also involves resolving complaints, supporting quotes and product recommendations, and helping improve responsiveness across customer service activities.

• Oversee assigned accounts for order entry, follow-up, pricing accuracy, delivery tracking, and complete order fulfillment.
• Respond to customer calls regarding products and company services.
• Assess customer needs and decide the appropriate next step.
• Promote and support the sale of the company’s products and services.
• Investigate issues and resolve complaints in a professional manner.
• Use computer systems to record customer queries, responses, and order status updates.
• Handle billing and product-related complaints with tact, including discounts, returns, testing requests, and replacement approvals when permitted by policy.
• Approve credit memos and refunds according to internal procedures and authority limits.
• Execute account service plans and coordinate service actions for assigned customers.
• Act as the main link between marketing, sales, and the customer.
• Support the rollout of marketing programs for assigned accounts.
• Provide service support such as quotations, follow-up on quotes, technical guidance, product suggestions, and sample coordination.
• Drive service improvements that strengthen customer responsiveness.
• Work with logistics and operations teams on planning and scheduling.
• Advocate for customer needs and manage follow-up on inquiries.
• Support order management by entering orders, expediting shipments, and sharing shipment updates.
• Communicate supply chain disruptions early and suggest alternatives.
• Attend technical training sessions as needed.
• Assist team members when workloads require additional support.
• Partner with inside sales to help meet sales objectives.

Requirements

• A degree or an equivalent diploma is required.
• Two to three years of customer service or related experience is preferred.
• Strong written, verbal, and telephone communication skills are needed.
• Good data entry ability, strong organization, attention to detail, and follow-up discipline are important.
• Ability to manage multiple priorities and issues effectively.
• Comfort using standard computer tools such as Microsoft Office and role-specific software.

Additional information

This role is based in Dubai, United Arab Emirates, and is a full-time onsite position. No salary, opening count, or start date details were provided in the source information.