Customer Service Officer - Everyday Goods Distribution

About the role

GMG, a global well-being company that retails, distributes and manufactures brands across sport, everyday goods, health and beauty, properties and logistics, is hiring a Customer Service Officer for its Everyday Goods - Food business unit in Dubai. The role leads and manages the customer service team supporting strategic accounts, reporting to the Head of Modern Trade, and covers order processing, issue resolution and service standards.

Key responsibilities

• Lead the customer service function and manage customer inquiries, overseeing the order lifecycle from entry to delivery confirmation.
• Act as escalation point for key accounts, handling complex product inquiries and coordinating with supply chain, sales and logistics.
• Monitor stock levels and inform clients about order status, delivery timelines and availability to prevent delays.
• Handle complaints professionally and maintain accurate records of customer interactions and transactions.
• Analyse customer feedback to drive service improvements and implement best practices.
• Drive process automation, including automating order processing and improving ERP and reporting efficiency.
• Mentor, guide and train customer service staff and support the sales team in meeting service targets.

Required profile

• 3-4 years of experience in customer service, particularly with Modern Trade clients.
• Experience with LPO, sales order processing and outbound delivery (OBD) printing.
• Hands-on experience with CRM/ERP systems such as SAP.
• Knowledge of document attachment and warehouse handover processes.
• Good English; Arabic is an advantage.
• High school diploma or equivalent.

Required skills

• Proficiency in Microsoft Excel (mandatory).
• SAP and CRM/ERP systems.