Customer Service Manager

Role Overview

The Customer Service Manager will lead the entire customer service operation throughout Saudi Arabia, ensuring smooth execution of the comprehensive Order-to-Bill (O2B) cycle. This role demands delivering exceptional service standards to customers, distributors, and major retail partners by acting as a vital liaison between Sales, Supply Chain, Logistics, and customers to guarantee product availability, accurate order fulfillment, and operational excellence.

Key Responsibilities

• Manage the full Order-to-Bill process by ensuring timely and precise handling of customer and distributor orders, maintaining compliance with credit policies, pricing validations, order allocations, and commercial guidelines.
• Enhance order processing workflows to improve service reliability and shorten cycle times, proactively addressing order issues to prevent delays and elevate customer satisfaction.
• Supervise customer service excellence and monitor ON-TIME In-Full (OTIF) and case fill metrics; analyze service failures and implement corrective strategies to uplift the customer experience.
• Collaborate closely with Demand and Supply Planning teams to identify and mitigate stock availability challenges.
• Lead service review sessions to enforce improvement plans that drive service quality.
• Act as the first escalation contact for customer service and supply matters, fostering and maintaining robust relationships with key customers, distributors, and retail associates.
• Conduct regular performance assessments aligned with KPIs and ensure swift resolution of complaints, returns, and claims.
• Coordinate across Sales, Warehousing, Logistics, and Finance departments to synchronize customer needs, promotional schedules, demand forecasts, efficient order execution, delivery, and credit management.
• Provide management with ongoing insights and updates concerning service performance.
• Lead and mentor the customer service team by setting clear performance objectives, tracking goal achievement, identifying training requirements, and nurturing a culture focused on customer satisfaction and continuous improvement.
• Maintain dashboards and key performance indicator reports; analyze trends to identify improvement opportunities and spearhead efficiency and accuracy initiatives, including supporting digitalization and automation efforts within customer service.

Qualifications and Experience

• Between 5 and 7 years of experience in customer service, logistics, or supply chain roles within the FMCG sector.
• At least 2 to 3 years of experience in leading customer service teams.
• Demonstrated expertise in Order-to-Bill operations, customer management, and service level oversight.
• Deep understanding of FMCG distribution and retail dynamics specific to Saudi Arabia.
• Advanced knowledge of ERP systems such as SAP or Oracle.
• Proficient in Microsoft Excel and Power BI for reporting and analytics.
• Fluent communication skills in both Arabic and English.

Important Skills

• Expertise in dispatch document handling and sales order management.
• Strong capabilities in logistics planning and sales & distribution strategy formulation.
• Excellent communication, planning and decision-making abilities.
• Focus on customer centricity, ownership, results orientation, and self/team management.

Equal Opportunity

The company is dedicated to promoting diversity and inclusive hiring procedures.