Customer Service Lead

Responsibilities

Customer Service & Order Management

• Lead and support the customer service team to ensure high service standards and timely order processing
• Share and validate data with the RDBS team for purchase order processing in RMS
• Review sales orders against replenishment orders, ensuring accuracy in pricing, quantities, and tester ratios
• Manage PO cleansing and ensure system accuracy

Logistics & Warehouse Coordination

• Coordinate with warehouse teams to receive shipments and release them in the system based on business needs
• Liaise with suppliers to ensure on-time delivery of shipments
• Provide shipment and packing instructions to logistics and warehouse teams
• Monitor outbound shipments and maintain shipment status databases, ensuring timely dispatch and delivery

Claims, Returns & Exception Management

• Report and manage claims related to shortages, excess quantities, damaged items, and returns
• Coordinate with brand teams and suppliers to resolve claims and follow up on credit notes
• Proactively identify delivery issues and propose corrective actions

Cross-Functional Collaboration

• Consolidate orders for commercial screening and ensure accurate data reflection across systems
• Ensure smooth coordination between customer service, commercial, logistics, traffic, and warehouse teams

Requirements

• 3+ years customer service
• Leadership skills
• Excel proficiency
• Communication skills
• Problem-solving
• Proactive mindset
• Arabic language (advantage)

Preferred Qualifications

• Experience in warehouse and logistics operations
• Customer-focused approach
• Stakeholder management

Benefits

• Healthcare
• Education allowance
• Flexible working
• Employee discounts
• Learning opportunities
• Inclusive culture

About the Company

Chalhoub Group, a leader in luxury retail across the Middle East for over 70 years, is seeking an experienced Customer Service Lead to manage, develop, and empower the customer service function within its Supply Chain & Logistics division. This role plays a critical part in enhancing customer satisfaction, streamlining service operations, and ensuring smooth coordination across internal teams, suppliers, and logistics partners.