Team Lead Customer Service

Job description / Role

Salary: AED 20,000 – 25,000

An iconic, global retailer are looking to recruit a Customer Service Team Leader for their Dubai office. The ideal candidate will need proven managerial skills, extensive knowledge of order processing and a strong working knowledge of SAP.

Responsibilities:
• Team management: Manage and Develop a highly committed high performing and stable Customer and Supply focused Team. Recruit and retain talented, motivated people by stimulating career opportunities. Implement and track progress by monthly 1 on 1’s with each Team Player.
• Instigate administration and induction training to ensure a suitable start to every new recruit’s career with feedback on progress by way of a Mentorship program. Provide support by way of Coaching and Counseling on a daily basis with an open and honest attitude.
• Motivate the team to support all KPI’s in daily work showing a positive winning attitude. Work closely with HR to enhance leadership and management focus through the organization. Adapt Management and communication style to an international and matrix organization, show sensitivity to a multi-cultural environment, respect and understand many cultures and adapt Coaching and behavior to suit culture and business needs and information sharing.
• Customer Focus: Understand and relate to Partners and their needs, obtain a keen understanding of the market place, the in country requirements, culture and operational aspects of Key Partners. Continually focus on the maintenance and improvement of service levels for all Partners. Build and maintain relationships with Partners directly or via EM matrix.
• Operational: Manage and prioritize workload both of yourself and the team when the conflicting priorities of the team demand to set deadlines. Embrace and strive for change in a motivating way. Support and cover for any team member in their absence, provide relevant reports and information for attendance to high level meetings and presentations. Monitor and evaluate all KPI’s to the highest standards with regard to, Order Management, Query Management, Prop and Close Out Targets, Financial Targets and DC & DRS tracking of Revenue Recognition. Work alongside the in country Account Operations Manager to incorporate new ideas and bring Service Excellence. Facilitating the Order Integrity and Order Book Reconciliation process.
• HR: Co-ordinate and update the HR planner to establish figures on attendance, sickness and holidays, providing information as necessary.
• Logistics / Warehousing: In close cooperation with the Deliver Team highlighting possible areas of improvement and challenges. Work closely with Inbound on Coverage and recommend solutions on late inbound. Engage daily with Outbound on planning and container fill rates. Be aware of allocation challenges which impact directly on Service Levels.
• Finance: Proactively engage in the setting of aligned targets between Finance, Operations and Commercial Managers.
• Sales and Marketing: Be aware of and work closely with Marketing and Business Unit’s to realize Marketing and Brand initiatives. Support Marketing initiatives to ensure successful execution of Marketing campaigns, launches and initiatives.
• Project Participation & Process improvement.

Requirements

The successful candidates need to have:
• 4+ years Customer Service / Logistics / Operational experience within NIKE or similar environment. Demonstrated experience of mentoring, coaching and leadership an advantage. Relevant project management / participation experience.
• Education to university level.
• Customer Services orientation.
• Knowledge of or experience of Supply Chain Management.
• Ability to build, coach and monitor a team.
• Proven leadership skills.
• Excellent English Skills.
• CRM knowledge desirable.
• Demonstrate keen willingness towards change management and flexibility.
• Results orientation – ability to work to deadlines.
• Able to communicate at all levels within organisation.

About the Company

Edge Resourcing was established in the United Arab Emirates in 2008. We have taken care in our growth and have kept our corporate values throughout.

Edge Resourcing is led by a specialist team of Recruitment Consultants, each of whom have experience of working in and a sound knowledge of the local market place. We have gradually expanded our horizons and now offer specialist services within the Middle East Retail sector. Our aim is to provide a thorough and honest service to both our candidates and clients, making sure that we only take on work which we feel we can service to the correct level of satisfaction required.

We currently offer professional and tailored contingency and retained search services to the following specialist sectors of the market: Retail Accountancy and Finance Office Support Human Resources Sales and Marketing Legal

Our aim is to continue to position ourselves in the market as one of the most consistent and successful suppliers of manpower. We strive to make things happen and make a difference to your business and career. Success isnt just about putting people into jobs, but about giving you an honest, personal service. Whether you are a client or a candidate, our aim is to find out exactly what it is that you are looking for, rather than push you to settle for your second choice.