Description
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 responsibilitiesOwn the end-to-end order-to-delivery cycle for assigned accounts, from order receipt and validation through allocation, delivery scheduling, dispatch and proof of deliveryCoordinate 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 logisticsTrack and report service performance against agreed SLAs — OTIF, case fill rate and complaint resolution — including reason coding for every service failureResolves complaints, returns and claims to closure, including investigation, evidence gathering, customer agreement and credit note processingCoordinate across sales, warehousing and logistics to align commercial commitments with operational capabilityConduct root cause analysis on recurring service issues and drive corrective actions with the accountable function