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Customer Service Specialist
XFactor Talent
Dubai, UAE
Full Time
Mid
3 weeks ago
Order ManagementCustomer ServiceERP SystemsMicrosoft ExcelSupply Chain KnowledgeInventory Management
Free
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Order ManagementCustomer ServiceERP Systems
About the Role
XFactor Talent is hiring a Customer Service Associate for the Supply Chain department to manage customer accounts, process orders, and coordinate with internal teams. The role requires a Bachelor's degree in Supply Chain or related field and 2-7 years of experience in customer service or supply chain.
Key Skills for This Role
Order ManagementCustomer ServiceERP SystemsMicrosoft ExcelSupply Chain KnowledgeInventory Management
Responsibilities
- Manage customer accounts and serve as primary point of contact for order related inquiries
- Process customer purchase orders and convert them into sales orders within the ERP system
- Handle customer requests related to product availability, pricing, shipment status, returns, and credits
- Monitor order fulfilment and ensure on time delivery according to agreed lead times
- Manage backorders and proactively communicate delays and alternatives
- Coordinate with Supply Chain, Logistics, Warehouse, Commercial, and Finance teams
- Monitor inventory levels and trigger replenishment orders when required
- Assist with inventory allocation and demand prioritization during supply constraints
- Prepare service level reports, KPI tracking, and operational performance analysis
- Support demand planning and forecasting activities
Requirements
- Bachelor's degree in Supply Chain, Business Administration, Logistics, Operations Management, or related field
- 2–7 years of experience in Customer Service, Order Management, Supply Chain, Logistics, or Sales Operations
- Experience working with ERP systems such as Microsoft Dynamics, SAP, Oracle, or similar platforms
- Advanced Microsoft Excel skills and proficiency in Microsoft Office Suite
- Excellent communication and stakeholder management skills
- Strong problem solving and analytical abilities
Full Job Posting
Key Responsibilities
- Manage customer accounts and serve as primary point of contact for order related inquiries.
- Process customer purchase orders and convert them into sales orders within the ERP system.
- Handle customer requests related to product availability, pricing, shipment status, returns, and credits.
- Monitor order fulfilment and ensure on time delivery according to agreed lead times.
- Manage backorders and proactively communicate delays, alternatives, and expected delivery timelines.
- Coordinate with Supply Chain, Logistics, Warehouse, Commercial, and Finance teams.
- Monitor inventory levels and trigger replenishment orders when required.
- Assist with inventory allocation and demand prioritization during supply constraints.
- Prepare service level reports, KPI tracking, and operational performance analysis.
- Support demand planning and forecasting activities.
- Ensure all activities comply with GDP/GMP requirements and company SOPs.
- Maintain accurate customer master data, pricing information, and order records.
Required Qualifications
- Bachelor's degree in Supply Chain, Business Administration, Logistics, Operations Management, or related field.
- 2–7 years of experience in Customer Service, Order Management, Supply Chain, Logistics, or Sales Operations.
- Experience working with ERP systems such as Microsoft Dynamics, SAP, Oracle, or similar platforms.
- Advanced Microsoft Excel skills and proficiency in Microsoft Office Suite.
- Strong understanding of Order Management and Customer Service processes.
- Knowledge of Supply Chain, Inventory Management, Logistics, and Demand Planning concepts.
- Excellent communication and stakeholder management skills.
- Strong problem solving and analytical abilities.
- Customer focused mindset with strong attention to detail.
Preferred Qualifications
- Experience within the pharmaceutical or healthcare industry.
- Knowledge of GDP/GMP regulations.
- Exposure to demand forecasting and inventory planning processes.
- Additional European language skills.
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