Customer facing Specialist
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Key skills for this role
About the Role
Halwani Brothers seeks a Customer Facing Specialist to manage order processing, customer communication, and coordination with internal teams. The role requires 2-3 years of experience in customer service or logistics support, preferably in FMCG, and familiarity with ERP systems.
Key Skills for This Role
Responsibilities
- Receive, validate, and process customer orders accurately in the system
- Support in maintaining and updating customer master data
- Generate and track outbound deliveries based on confirmed orders and stock availability
- Act as primary contact for customers regarding order confirmation, delivery scheduling, and shipment updates
- Communicate proactively with customers and internal teams to ensure smooth order fulfillment
- Follow up on pending orders, delays, or discrepancies to ensure timely resolution
- Track daily order fulfillment and delivery performance
- Record customer complaints and escalate unresolved issues
- Support in preparing basic service level and order performance reports
- Coordinate with logistics for delivery bookings and route schedules
- Assist in resolving order related system or documentation issues
- Contribute to continuous improvement by identifying process or communication bottlenecks
Requirements
- Bachelor’s degree in Industrial Engineering, Business Administration, Supply Chain, or related field
- 2 3 years of experience in customer service, order processing, or logistics support, preferably in FMCG
- Familiarity with ERP systems (preferably Microsoft Dynamics) and Microsoft Office tools
- Strong communication, coordination, and time management skills
- High attention to detail and ability to multitask in a fast paced environment
Full Job Posting
Role Overview
- The Customer Facing Specialist ensures accurate and timely order processing, proactive communication, and coordination between customers and internal departments throughout the Order to Cash process.
- The role supports the execution of day to day customer service operations, including order creation through the RPA, order validation, order fulfillment, delivery coordination, and issue resolution.
Key Accountabilities
- Receive, validate, and process customer orders accurately in the system, ensuring correct item codes, prices, quantities and customers order details.
- Support in maintaining and updating customer master data (item configuration, price, barcode, etc.) to ensure alignment between customer and internal systems.
- Generate and track outbound deliveries Plan (OBDs) based on confirmed customer orders and stock availability.
- Act as the primary contact for customers regarding order confirmation, delivery scheduling, and shipment updates.
- Communicate proactively with customers and internal teams (Sales, Logistics, and Planning) to ensure smooth order fulfillment.
- Follow up on pending orders, delays, or discrepancies to ensure timely resolution.
- Track daily order fulfillment and delivery performance, ensuring adherence to agreed timelines.
- Record customer complaints, delivery refusals, and service gaps, and escalate unresolved issues to the Customer Service Lead.
- Support in preparing basic service level and order performance reports.
- Coordinate with logistics for delivery bookings, route schedules, and special customer delivery requirements.
- Assist in resolving order related system or documentation issues.
- Contribute to continuous improvement by identifying processes or communication bottlenecks.
Qualifications
- Bachelor’s degree in Industrial Engineering, Business Administration, Supply Chain, or a related field.
- 2 3 years of experience in customer service, order processing, or logistics support, preferably within the FMCG industry.
- Familiarity with ERP systems (Preferably Microsoft Dynamics) and Microsoft Office tools.
- Strong communication, coordination, and time management skills.
- High attention to detail and ability to multitask in a fast paced environment.
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