Customer Service Specialist | Everyday Goods - Distribution

Overview

Job Summary

Key Responsibilities

• Lead the customer service function within GMG’s Everyday Goods division to ensure exceptional support and operational efficiency.
• Manage customer inquiries and oversee the complete order lifecycle, from order entry to delivery confirmation, ensuring accuracy and timeliness.
• Act as the escalation point for key accounts by handling complex product inquiries, resolving issues, and coordinating with internal teams such as supply chain, sales, and logistics.
• Monitor stock levels and proactively communicate with clients regarding order status, delivery timelines, and product availability to prevent delays.
• Handle customer complaints professionally and implement effective resolution strategies.
• Maintain accurate documentation of customer interactions and transactions.
• Gather and analyze customer feedback to identify opportunities for service improvement and implement best practices to enhance customer satisfaction.
• Drive process automation initiatives and reduce manual workload across the customer service function through improved system utilization and operational workflows.
• Identify opportunities to automate order processing, improve ERP/system efficiency, and streamline reporting and communication processes.
• Ensure effective use of available tools and technologies to improve productivity, accuracy, and service levels.
• Support the sales team in achieving service targets and operational objectives.
• Mentor, guide, and train customer service staff to enhance team performance and development.
• Contribute to maintaining GMG’s reputation for reliability, efficiency, and service excellence.

Requirements

• 3–4 years of experience in Customer Service, particularly handling Modern Trade clients.
• Experience with LPO, Sales Order processing, and Outbound Delivery (OBD) printing.
• Hands-on experience using CRM/ERP systems such as SAP.
• Knowledge of document attachment and warehouse handover processes.
• Good English communication skills required; Arabic is an advantage.
• Proficiency in Microsoft Excel is mandatory.
• High School Diploma or equivalent qualification.