Team Leader - Customer Service & Order Management

Team Leader – Customer Service & Order ManagementLocation: JAFZA, DubaiWorking Days: Monday to FridayAbout the CompanyOur client is an established international trading and distribution company with a strong global presence. The company specializes in the sourcing, distribution, and supply-chain management of industrial raw materials across international markets.Job SummaryWe are looking for an experienced Team Leader to manage customer service and end-to-end order operations. The ideal candidate will have strong experience in international trading, export and cross-trade documentation, logistics, and order management.Candidates must have experience managing customers across African and European markets, along with the ability to lead a team, handle complex orders, and resolve operational issues independently.Key ResponsibilitiesLead and support the Customer Service and Order Management team, ensuring accountability and adherence to company procedures.Manage the end-to-end order cycle, from order confirmation through shipment, delivery, and closure.Handle key customer accounts, escalations, and order-related concerns.Coordinate with Sales, Procurement, Logistics, Finance, Warehouse, suppliers, freight forwarders, and shipping lines.Oversee export and cross-trade documentation, ensuring accuracy and compliance.Monitor order ageing, workload, SLA compliance, and team performance.Identify shipment delays, documentation gaps, and operational risks, taking timely corrective action.Ensure compliance with internal processes, controls, and approval requirements.Recommend process improvements to enhance efficiency and customer service.Provide regular management reports on order status, pending issues, team performance, and operational risks.Qualifications and ExperienceBachelor’s degree in Business Administration, International Business, Supply Chain, Logistics, or a related field.Minimum 8 years of relevant experience in international trading, distribution, logistics, or an export-oriented business.Previous experience leading a Customer Service or Order Management team.Strong knowledge of export procedures, cross-trade transactions, logistics, and shipping documentation.Proven experience managing customers across Africa and Europe.Strong leadership, communication, coordination, and problem-solving skills.