Customer Service Executive- FMCG

Our client, a global beverage company, is looking to hire a Customer Service Executive with strong logistics experience, ideally from an FMCG or beverage background.

Job Title: Customer Service Executive/Logistic Officer

Department: Sales

Reports to: Sales Director – Food Service & Traditional Trade

Location: Dubai, United Arab Emirates

Job Purpose

The Customer Service Executive oversees the end-to-end order-to-delivery process for Food Service and Traditional Trade channels, ensuring accurate order processing, timely deliveries, and proactive communication with customers, internal teams, and logistics partners. This role is key to maintaining operational efficiency, customer satisfaction, and

service KPIs.

Key Responsibilities

• Receive, validate, and process all customer orders within agreed timelines.

• Manage the generic order inbox and ensure timely execution.

• Monitor order status daily and ensure alignment with invoicing and confirmation processes.

• Assign smaller drop-size orders to van sales teams for better coverage.

• Coordinate with drivers to achieve On-Time In-Full (OTIF) deliveries.

• Provide proactive updates to customers on delivery schedules or delays.

• Coordinate with 3PL teams to resolve operational challenges (delays, breakdowns, refusals).

• Ensure timely communication with drivers regarding returns and customer feedback.

• Verify and reconcile all Proofs of Delivery (PODs) with daily system reports.

• Monitor daily vehicle inspection checklists to ensure safety compliance.

• Maintain accurate records of delivery incidents, returns, and refusals.

• Track service KPIs including OTIF, Case Fill Rate (CFR), and delivery cost per drop.

• Prepare daily, weekly, and monthly reports on pre-sales deliveries, route efficiency, and returns.

• Identify recurring operational issues and escalate as needed.

• Support delivery team performance through monitoring attendance, productivity, and service levels.

• Prepare and submit monthly/quarterly sales incentive reports aligned with commission structures.