Customer Support Specialist - Standard Orders (UAE National)

About the role

The Customer Excellence Team in the Middle East is looking for an experienced Customer Support Specialist for Standard Orders to join the Supply Chain & Logistics business area of the Ocean Division. The role is based in the Dubai office and supports customers across the Middle East region. It covers the Order-to-Invoice cycle, ensuring timely execution, accurate documentation and effective coordination with customers, suppliers and internal stakeholders.

Key responsibilities

• Manage export orders through the complete Order-to-Invoice supply chain and logistics cycle.
• Handle complex sales and service orders for international customers.
• Coordinate with customers, suppliers, logistics partners and cross-functional teams for smooth order execution.
• Support order entry, fulfilment tracking, invoicing and order closure.
• Ensure compliance with Incoterms, international payment terms and export documentation requirements.
• Manage payment terms such as Letters of Credit, Cash Against Documents and other structured or mixed arrangements.
• Handle drop shipments, goods receipt notes, credit and debit notes and related commercial documentation.
• Work with large datasets, prepare reports and analyses, and identify process improvements.

Required profile

• Minimum 3-6 years of experience in customer support, order management, supply chain or logistics operations.
• Proven ability to handle a high volume of orders and email correspondence accurately and on time.
• Experience with sea freight, air freight and courier shipments, including shipping, export and customs documentation.
• Strong understanding of sales and service order management processes.
• Bachelor's degree preferred; experience in process improvement or operational excellence, and Six Sigma certification or practical experience, are an added advantage.

Required skills

• ERP systems such as SAP or Oracle; I Scala is an added advantage.
• Good knowledge of Incoterms, international payment terms and export processes.
• Advanced Microsoft Excel, with Power BI and other Microsoft tools.
• Excellent written and verbal communication with international customers and multicultural teams.