The primary purpose of this role is to ensure customer satisfaction by effectively managing customer
requirements throughout the end-to-end Order Management process. The role acts as the main point of
contact between customers and internal stakeholders, ensuring accurate and timely order processing,
delivery coordination, and proactive communication, while maintaining a high level of service and
supporting business objectives
Primary Responsibilities:
- Receive, validate, prepare, and issue customer quotations in line with established pricing, commercial policies, and approval procedures.
- Process customer orders and ensure accurate and timely order entry in SAP, including validation of customer POs, pricing, quantities, delivery requirements, and commercial terms.
- Manage the end-to-end order lifecycle, from quotation and order confirmation through order release, delivery, invoicing, and closure.
- Monitor order availability, backorders, and delivery dates, and proactively coordinate with plants, warehouses, Demand Planning, Logistics, and other relevant stakeholders to secure customer requirements.
- Review order status regularly, identify potential supply or delivery risks at an early stage, and proactively communicate appropriate alternatives and solutions to customers and Sales.
- Coordinate order releases and delivery notes while ensuring that all required commercial and financial conditions, including credit availability, payment terms, prepayments, and LCs where applicable, are fulfilled.
- Monitor released deliveries and coordinate with Distribution Centers, Logistics, and Finance/Credit Control to resolve delivery, invoicing, or credit-related blocks.
- Ensure complex, special, and project orders are reviewed for technical and commercial accuracy and followed through until completion.
- Maintain continuous communication with customers and Sales teams, acting as a key point of contact for order status, availability, delivery commitments, and operational requirements.
- Monitor open orders and ensure regular follow-up on ageing orders, backorders, and customer commitments.
- Support monthly sales closing by closely monitoring order releases, deliveries, invoicing status, and potential risks impacting the expected sales.
- Prepare and maintain regular reporting on order intake, open orders, deliveries, invoicing, backorders, and other relevant Order Management KPIs.
- Support Demand Planning by providing relevant market intelligence, customer requirements, order trends, and changes in demand.
- Coordinate with relevant internal stakeholders on country-specific import regulations, product certifications, approvals, and compliance requirements that may impact order fulfillment.
- Drive high levels of customer satisfaction through accurate execution, proactive communication, ownership, and timely resolution of operational issues.
Location: Dubai, UAE
Qualifications and Education:
- Bachelor’s degree in business administration, Supply Chain, Logistics, Operations Management, or a related field.
- MBA or relevant postgraduate qualification is considered a plus.
- Fluent written and spoken English - Fluent written and spoken Arabic
- Arabic is considered an advantage, especially for customer-facing responsibilities in KSA/GLP.
Experience:
- Minimum 5 - 7 years of experience in Order Management, Customer Service, Supply Chain, Sales Operations, or a comparable role.
- Previous experience in customer order handling, quotations, order processing, delivery coordination, and customer communication is required.
- Experience working with ERP systems, preferably SAP, is highly preferred.
- Experience in a multinational or regional business environment is considered an advantage.
