Customer Service Lead

Job Title: Customer Service & Operations Supervisor

Location: Riyadh

Salary: SAR 16,000 – 20,000

Job Code: 120/001/215

Industry: Manufacturing

Job Brief:

This role is responsible for leading all customer service activities, from strategy and planning to daily execution. The ideal candidate will ensure service excellence, maintain strong customer relationships, and achieve departmental targets through effective team leadership and cross-functional collaboration.

Job Responsibilities:

• Develop and implement customer service strategies, policies, and procedures to enhance service quality and drive operational efficiency.
• Supervise daily operations, including order processing, shipment coordination, and delivery follow-up, ensuring on-time delivery and effective prioritization of urgent orders.
• Act as the primary liaison with production mills to proactively address and resolve production, delivery, or quality-related concerns.
• Coordinate closely with the supply chain team to ensure timely stock maintenance and availability.
• Manage customer complaints with professionalism, track cases to resolution, and recommend systemic improvements to prevent future issues.
• Prepare and analyze key daily/weekly reports, including RFQ tracking, order status, and service performance metrics, to support decision-making.
• Ensure all team members possess robust product knowledge and provide accurate, timely information to support sales and marketing activities.
• Develop and mentor the customer service team to foster a collaborative, accountable, and results-driven work environment.
• Contribute to other duties as assigned to continuously improve service operations and support broader business objectives.

Job Requirements:

Education and Experience:

• Bachelor’s degree in Business Administration, Foreign Trade, Business English, or a related field.
• 4–7 years of professional experience in customer service, logistics, or order management.
• Direct experience with an ERP system is required.
• Additional certification in logistics, supply chain, or customer service is a strong advantage.

Qualifications:

• Excellent customer service orientation with strong problem-solving and active listening skills.
• Ability to perform effectively under pressure, manage multiple priorities, and maintain a high sense of urgency and responsibility.
• Strong interpersonal and communication skills, with proven ability to interact professionally with both external customers and internal teams.
• Team-oriented mindset with natural leadership capabilities to guide, develop, and motivate staff.
• Proficient with ERP systems and the MS Office suite.