Company Description
DIMA Marketing & Distribution SAL, founded in 1978, is an established distributor representing leading multinational brands such as Nestlé Nespresso, Unilever, Panzani, and Castel. With over 100 employees, the company manages nationwide distribution to approximately 2,000 retailers, including 90 wholesalers, supported by fully integrated warehousing, delivery, and advanced sales and ERP systems. DIMA owns and operates Nespresso and Etienne Nicolas boutiques in Lebanon, as well as Le Zed wine bar, offering a diverse portfolio of consumer and lifestyle products. The company is ISO 9001:2015 and SMETA certified, reflecting its commitment to quality management, ethical practices, and operational excellence. Applicants can expect to join a structured, growth-oriented organization with a strong presence in the Lebanese market.
Role Description
Customer Support intern role based in Beirut. The Customer Support team member will handle inbound inquiries from retailers, wholesalers, and end customers via phone, email, and other communication channels, providing accurate information on products, orders, deliveries, and services.
The role includes resolving issues, coordinating with internal departments such as sales, warehousing, and logistics, and ensuring timely follow-up to maintain customer satisfaction.
Daily responsibilities involve logging and tracking cases in the company’s systems, monitoring recurring problems, and escalating technical or complex issues to the appropriate teams.
E-Commerce Platform & System Management
Update customer records and order statuses when required.
Check product availability and inventory information.Record customer interactions, complaints, requests, and resolutions in the company's CRM or customer support system.
Ensure that customer information and order records are accurate and up to date.
Coordination with Internal DepartmentsCoordinate with the warehouse team regarding product availability, packing, and order fulfillment.
Coordinate with the sales and marketing teams regarding promotions, discounts, and product campaigns.
Work closely with the finance department to resolve payment, refund, and transaction-related inquiries.
Share recurring customer feedback and operational issues with management.
Education
Bachelor's degree or diploma in Business Administration, Marketing, Communications, or a related field is preferred.
Qualifications
- Strong Customer Support and Customer Satisfaction skills, with a service-oriented mindset and a focus on resolving issues efficiently.
- Excellent Interpersonal Skills and communication abilities to interact professionally with retailers, wholesalers, and internal teams.
- Ability to provide Technical Support related to orders, deliveries, and basic system use, with attention to detail.
- Solid Analytical Skills to understand customer needs, identify trends in inquiries, and suggest improvements.
- Relevant experience in customer service or support, preferably in distribution, FMCG, or retail environments.
- Proficiency in common office software and comfort working with ERP or CRM systems; experience with MS Dynamics or similar tools is a plus.
- Fluency in English and Arabic; additional language skills are an advantage.
- Ability to work on-site in Beirut, manage multiple tasks, and maintain professionalism in a fast-paced environment.
