Customer Service Specialist | Everyday Goods - Distribution
Skills
About This Role
Overview
Who we are:
GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors.
Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector.
Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries.
These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.
Job Summary
The Customer Service Specialist within GMG’s Everyday Goods - Food BU is responsible for leading and managing the customer service team to deliver exceptional support to strategic accounts.
Reporting to the Head of Modern Trade, the incumbent ensures efficient order processing, timely resolution of customer inquiries, and adherence to service standards that enhance the overall customer experience.
This role involves monitoring team performance, implementing best practices, and fostering strong client relationships to support GMG’s commitment to service excellence within the Everyday Goods - Food BU.
Key Responsibilities
- Lead the customer service function within GMG’s Everyday Goods division to ensure exceptional support and operational efficiency.
- Manage customer inquiries and oversee the complete order lifecycle, from order entry to delivery confirmation, ensuring accuracy and timeliness.
- Act as the escalation point for key accounts by handling complex product inquiries, resolving issues, and coordinating with internal teams such as supply chain, sales, and logistics.
- Monitor stock levels and proactively communicate with clients regarding order status, delivery timelines, and product availability to prevent delays.
- Handle customer complaints professionally and implement effective resolution strategies.
- Maintain accurate documentation of customer interactions and transactions.
- Gather and analyze customer feedback to identify opportunities for service improvement and implement best practices to enhance customer satisfaction.
- Drive process automation initiatives and reduce manual workload across the customer service function through improved system utilization and operational workflows.
- Identify opportunities to automate order processing, improve ERP/system efficiency, and streamline reporting and communication processes.
- Ensure effective use of available tools and technologies to improve productivity, accuracy, and service levels.
- Support the sales team in achieving service targets and operational objectives.
- Mentor, guide, and train customer service staff to enhance team performance and development.
- Contribute to maintaining GMG’s reputation for reliability, efficiency, and service excellence.
Requirements
- 3–4 years of experience in Customer Service, particularly handling Modern Trade clients.
- Experience with LPO, Sales Order processing, and Outbound Delivery (OBD) printing.
- Hands-on experience using CRM/ERP systems such as SAP.
- Knowledge of document attachment and warehouse handover processes.
- Good English communication skills required; Arabic is an advantage.
- Proficiency in Microsoft Excel is mandatory.
- High School Diploma or equivalent qualification.
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