Customer Service Team Leader – FMCG/ Distribution

About the Role

We are seeking a Customer Service Team Leader specializing in FMCG distribution to join our team in Dubai. This permanent position requires a candidate with minimum 5-6 years of relevant experience managing customer service or call center operations, particularly in high-volume FMCG order processing and handling escalations.

Key Responsibilities

• Lead and supervise a team of 8 to 10 customer service representatives, maintaining high productivity and service quality within a demanding environment.
• Manage the precise and prompt processing of over 300 customer orders daily, including manual entry of bulk orders and Local Purchase Orders (LPOs).
• Address and resolve inquiries related to customers, warehouses, and deliveries to ensure smooth order fulfillment.
• Serve as a primary point of contact bridging team members, management, and various departments such as Sales, Warehouse, Supply Chain, and Logistics.
• Monitor order accuracy, uphold quality standards, and review team performances to sustain outstanding customer satisfaction.
• Provide ongoing coaching, training, and conduct performance evaluations to foster team growth and continual improvement.
• Evaluate operational data to pinpoint and implement enhancements to productivity, efficiency, and service standards.
• Maintain compliance with service level agreements, operational protocols, and specific customer order handling mandates, thriving under the pressures of a fast-paced FMCG distribution setting.