Services Specialist - Customer Service Management

About the role

This role is the primary point of contact for internal Project Managers and Service Managers, ensuring smooth communication and high-quality service delivery. You will manage project and service workflows, resolve internal process inquiries and work with cross-functional teams. The position is based in Jebel Ali, UAE.

Key responsibilities

• Manage the OTR process and tools, order bookings, revenue recognition reporting and continuous improvement
• Create, structure and maintain projects in SAP for hardware and services projects
• Resolve technical issues in the ERP and work with the DT team
• Assist the billing team with invoicing, including cancel/rebill workflows and requests for invoices and credit notes, coordinating with e-invoicing teams to meet country-specific tax rules
• Act as point of contact with the Tax Team and DT team, and support regional statutory audits (SOX, ISO, etc.)
• Support project financial instruments such as letters of credit, bank communications and bank guarantees
• Generate purchase requisitions, follow up on vendor payables and raise tickets for banking detail or invoice errors
• Follow revenue recognition lag rules (ship dates vs revenue recognition dates) and run projects through the TECO checklist
• Work with project managers to fix defects such as missing plan costs or incorrect plan revenue in SAP ERP
• Support non-SAP countries' order booking, revenue recognition and billing processes, and help reduce unbilled and past-due receivables
• Handle Arabic-language requirements such as SAP Saudi Text updates, invoice translation, the Saudi VAT portal and customer master KYC
• Complete monthly, quarterly and annual reporting tasks and take ad hoc assignments from Services or Project Management leaders

Required profile

• Bachelor's degree from an accredited university or college
• At least 3 years of experience in SAP ERP or a related field
• Fluent written and spoken English
• Desired: 3+ years in finance or operations support, P&L experience, and established project management operations support skills

Required skills

• SAP ERP (Project Builder module preferred)
• Strong communication, interpersonal and leadership skills
• Problem-solving and analytical abilities