Customer Service Manager

Job Summary

The Customer Service Manager role is based in Jeddah and responsible for leading the customer service function across Saudi Arabia, ensuring seamless execution of the end-to-end Order-to-Bill (O2B) process while delivering superior service levels to customers, distributors, and key retail partners. The role acts as a critical link between Sales, Supply Chain, Logistics, and customers to ensure product availability, order accuracy, and operational excellence.

The Customer Service Manager drives OTIF performance, customer satisfaction, and service reliability while leading a customer-focused team capable of supporting the dynamic requirements of the FMCG business.

Roles & Responsibilities

Order-to-Bill (O2B) Process Management

• Oversee the end-to-end Order-to-Bill process, ensuring accurate and timely processing of customer and distributor orders.
• Ensure compliance with credit control, pricing validation, order allocation, and commercial policies.
• Monitor and improve order processing efficiency to enhance service reliability and reduce cycle times.
• Proactively resolve order-related issues to minimize delays and maintain customer satisfaction.

Customer Service Excellence & OTIF Management

• Monitor OTIF, Case Fill Rate, and overall service performance across customer segments.
• Investigate service failures and implement corrective actions to improve customer experience.
• Collaborate with Demand Planning and Supply Planning teams to mitigate stock availability risks.
• Lead service review meetings and drive the execution of improvement action plans.

Customer & Distributor Relationship Management

• Serve as the primary escalation point for customer service and supply-related issues.
• Build and maintain strong relationships with key customers, distributors, and retail partners.
• Conduct periodic performance reviews against agreed KPIs.
• Ensure timely resolution of complaints, returns, claims, and related issues.

Cross-Functional Coordination

• Partner with Sales teams to align customer requirements, promotional activities, and demand forecasts.
• Coordinate with Warehousing, Logistics, and Finance teams to support efficient order fulfillment, delivery, and credit management.
• Provide regular service performance updates and business insights to management.

Team Leadership & Capability Building

• Lead, coach, and develop the customer service team to achieve departmental objectives.
• Set clear performance goals and monitor progress against targets.
• Identify development needs and implement relevant training and capability-building initiatives.
• Promote a customer-focused and continuous improvement culture.

Reporting & Continuous Improvement

• Maintain customer service dashboards and KPI reporting.
• Analyze service performance trends and identify improvement opportunities.
• Lead initiatives to improve efficiency, accuracy, and customer satisfaction.
• Support digitalization and automation projects within customer service operations.

KPIs

• KPI Category

  
  

  Metrics

  
  

  Service Level

  
  

  OTIF 98%

  
  

  Order Accuracy

  
  

  • 98.5% Order Accuracy

  
  

  Customer Satisfaction

  
  

  CSAT achievement versus target

  
  

  Order Processing

  
  

  SLA compliance and cycle time performance

  
  

  Case Fill Rate

  
  

  CFR achievement by customer/account

  
  

  Claims Management

  
  

  Resolution cycle time and closure rate

  
  

  Cost Efficiency

  
  

  Reduction in penalties, fines, and order cancellations

  
  

  Team Performance

  
  

  Individual and team KPI achievement

  
  

Work experience requirement

• Minimum 5–7 years of experience in Customer Service, Logistics, or Supply Chain functions within the FMCG industry.
• Minimum 2–3 years of leadership experience managing customer service teams.
• Proven experience in Order-to-Bill processes, customer operations, and service level management.
• Strong knowledge of Saudi FMCG distribution and retail operations.
• Advanced proficiency in SAP or Oracle ERP systems.
• Advanced Microsoft Excel and Power BI skills.
• Excellent Arabic and English communication skills.

Qualification

• Bachelors degree in engineering/supply chain Managment, Logisics, Businedd Administration, or any relevant discipline.

Competencies

Dispatch Documentation

Sales Order Process Management

Logistics Planning

Customer Management

Sales and Distribution Strategy Management

Communicating effectively

Self and Team Management

Planning & Decision Making

Customer Centricity

Ownership & Result Orientation

Business Unit: S&D(KSA) (4034)

Business Group: S&D-GCC (4035)