Team Leader - Customer Service & Order Management

About the role

We are seeking an experienced Team Leader to head our Customer Service and Order Management function for an international trading and distribution business based in JAFZA, Dubai. The role oversees end‑to‑end order processing, cross‑trade documentation and logistics for customers across Africa and Europe.

Key responsibilities

• Lead and support the Customer Service and Order Management team, ensuring compliance with company procedures.
• Manage the full order cycle from confirmation through shipment, delivery and closure.
• Handle key customer accounts, escalations and order‑related issues.
• Coordinate with Sales, Procurement, Logistics, Finance, Warehouse, suppliers, freight forwarders and shipping lines.
• Oversee export and cross‑trade documentation, guaranteeing accuracy and regulatory compliance.
• Monitor order ageing, workload, SLA adherence and team performance.
• Identify shipment delays, documentation gaps and operational risks, and implement corrective actions.
• Ensure internal process, control and approval compliance.
• Recommend and drive process improvements to boost efficiency and customer service.
• Prepare regular management reports on order status, pending issues, team performance and risks.

Required profile

• Bachelor’s degree in Business Administration, International Business, Supply Chain, Logistics or related field.
• Minimum 8 years of experience in international trading, distribution, logistics or export‑oriented business.
• Proven experience leading a Customer Service or Order Management team.
• Strong knowledge of export procedures, cross‑trade transactions and shipping documentation.
• Demonstrated ability to manage customers across African and European markets.

Required skills

• Cross‑trade transactions
• Order Management
• Logistics
• Export procedures
• Customer service
• Shipping documentation