Customer Service & Operations Executive APAC - Fixed Term

United Arab Emirates·DubaiFull-timemid

OperationsOperations Specialist

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Quick Summary

Key Responsibilities

Manage the end-to-end order management process across all B2B customers, as well as Influencer and PR orders, from order transmission through delivery and shortage resolution,

Technical Tools

OperationsOperations Specialist

Responsibilities

~2 min read

→Manage the end-to-end order management process across all B2B customers, as well as Influencer and PR orders, from order transmission through delivery and shortage resolution, in close collaboration with the Customer Service & Operations Assistant Manager.
→Drive best-in-class customer service and service levels through proactive management of order amendments, short-dated stock, long-term out-of-stocks, shortages, and other potential service risks.
→Proactively communicate order and shipment updates to customers, particularly shorted or delayed shipments, building strong and trusted customer relationships.
→Provide weekly order tracking and landing reports, highlighting key risks, opportunities, and required follow-ups.
→Support new B2B customer set-up with DCs, ensuring customer-specific requirements and instructions are accurately captured and delivered.
→Support new product listings by working closely with Marketing and Regulatory teams to ensure timely registration in retailer systems (e.g. Brand Portal submissions, new line forms). Maintain close follow-up with Regulatory to ensure document readiness and alignment on registration timelines.
→Check and validate purchase orders, ensuring retailers are ordering the correct assortment and allocated quantities (where applicable).
→Support in managing inventory with DCs, ensuring stock accuracy and alignment between DC inventory and Microsoft Dynamics, including stock movements and reservations where required.
→Coordinate special customer requirements with DCs, including ad hoc over-labelling and other operational requests.
→Manage customer returns (RTVs) in coordination with Commercial teams, ensuring the agreed process is followed.
→Partner with Finance and Commercial teams to resolve customer pricing and purchase order queries.
→Providing support in monitoring and reporting DC performance, completing monthly DC KPIs and actively participating in DC reviews to proactively address supply chain issues.
→Identify and implement process improvements to enhance efficiency, ways of working, and value delivered to both customers and internal stakeholders.
→Carry out other tasks and projects as assigned, consistent with the scope of the Customer Service and Operations Executive.

Requirements

~1 min read

Preferably with experience within consumer goods industry (cosmetics) and with APAC experience
Understand the end-to-end operations and transactions within ERP.
Great communication skills.
Enjoy liaising with a multitude of internal and external stakeholders.
Strong organizational and time management skills; able to handle multiple priorities.
Enjoy working in a fast-paced working environment.
Great attention to detail and able to work under pressure and think outside the box.
Gritty mentality.
Time management skills to be able to adhere to processing deadlines.
Proficient at data analysis and trends using Microsoft Excel.