Customer Service Team Lead
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Key skills for this role
About the Role
Jotun seeks a Customer Service Team Lead to lead the customer service team in Dubai, ensuring smooth order handling and improving service experience. The role requires a Bachelor's degree, 2-3 years supervisory experience in customer service, and ERP system knowledge.
Key Skills for This Role
Responsibilities
- Lead team development by guiding members and ensuring they stay skilled and engaged
- Supervise customer service operations to achieve departmental goals
- Manage end to end order operations including processing, invoicing, and coordination
- Monitor delivery performance by tracking open orders and aligning with production and distribution
- Analyse and report key data to provide accurate delivery timelines to stakeholders
- Optimize team workload by assigning tasks, resolving critical issues, and driving continuous improvement
Requirements
- Bachelor's degree required, preference for Business Administration
- 2 3 years supervisory experience in customer service
- Experience using computer management systems (ERP/IFS or similar) preferred
- Strong English communication skills, both written and spoken
- Proficiency in MS Office with advanced Excel skills
- Good understanding of GCC market regulations and trade practices is an advantage
Full Job Posting
Summary of the Role
- As a customer service Team Lead, you will lead the customer service team by developing their skills while ensuring smooth, accurate order handling across all customer and sales interactions.
- You will improve our service experience by monitoring deliveries, giving clear timelines, resolving critical issues quickly, and driving improvements that create a standout customer experience.
- You will report to the Operations Manager and will be based in Al Quoz Industrial Area 3, Dubai, U.A.E.
Responsibilities
- Lead team development by guiding members and ensuring they stay skilled, engaged, and ready for Jotun's current and future needs.
- Supervise customer service operations by providing expertise, support, and direction to achieve departmental goals.
- Manage end to end order operations, including processing, invoicing, and coordination with sales and internal teams.
- Monitor delivery performance by tracking open orders and aligning with production and distribution to secure product availability.
- Analyse and report key data to provide accurate delivery timelines to Sales and other stakeholders.
- Optimize team workload by assigning tasks, resolving customer critical issues, ensuring system accuracy, and driving continuous improvement.
What We Are Looking For
- Bachelor's degree required, with preference for Business Administration
- 2 3 years supervisory experience in customer service
- Experience using computer management systems (ERP/IFS or similar) is preferred
- Strong English communication skills, both written and spoken
- Proficiency in MS Office with advanced Excel skills
- Having a good understanding of GCC market regulations and trade practices is an advantage
Competencies We Look For
- Acts on own initiative, makes things happen and accepts responsibility for the results
- Provides team with a clear sense of direction, inspires and coordinates others and keeps them focused on objectives
- Develops people through delegation, empowerment and coaching; promotes career and self development
- Uses a methodical and systematic approach; plans ahead, defines clear priorities and allocates resources effectively
- Communicates in a clear, precise and structured way; speaks with authority and conviction; presents effectively
- Adheres to company rules and procedures; executes plans with commitment and determination; achieves high quality results
What We Offer
- Continuous learning opportunities and training activities through on the job training and our in house learning.
- Career development opportunities across multiple disciplines and geographies.
- Leaders who focus on engaging and enabling their team, proven by consistently high employee feedback scores.
- A supportive and inclusive company culture where you can be your authentic self.
- A focus on having fun together through team buildings and social activities.
Who We Are
- Jotun's story in the MEIA region began in 1962, and has grown to include 18 legal entities.
- Jotun Powder Coatings UAE (LLC), established in 1990, is one of the key markets within the MEIA region.
- With a production facility, 2 warehouses and more than 140 employees, we aim to further strengthen Jotun's position in the UAE.
- Jotun's company culture welcomes and values differences in people.
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