Specialist - Customer Fulfillment
Precision View all jobs
- Dubai
- Permanent
- Full-time
- Manage the complete order-to-delivery lifecycle including order entry, validation, processing, tracking, and fulfillment.
- Ensure timely and accurate booking of customer purchase orders in ERP systems in line with agreed service timelines.
- Monitor order status, production progress, and delivery schedules to ensure on-time fulfillment.
- Coordinate with Production Planning and Logistics team to ensure availability of finished goods and readiness for dispatch.
- Communicate order confirmations, changes, delays, and dispatch details to customers proactively.
- Manage customer requirements related to product specifications, packaging, lead times, and delivery schedules.
- Support export/local shipment documentation where applicable.
- Serve as the primary contact for customers on order status, delivery timelines, product availability, and service requests.
- Maintain strong working relationships with key customers to ensure service excellence and business continuity.
- Respond to customer inquiries, complaints, and service issues within defined SLAs.
- Coordinate cross-functional resolution of customer concerns related to quality, delivery, or documentation.
- Conduct periodic customer satisfaction surveys and maintain customer feedback records.
- Work closely with Sales to capture customer forecasts and demand requirements.
- Coordinate with Production Planning to ensure alignment between customer demand and manufacturing capacity.
- Monitor forecast accuracy and support demand planning activities.
- Assist in managing order prioritization and delivery commitments based on production schedules.
- Coordinate with Quality Assurance to ensure timely issuance of required documentation (e.g., COA, product compliance documents, specifications).
- Support customer complaint investigations and corrective action follow-ups.
- Ensure compliance with company quality, food safety (where applicable), and regulatory standards relevant to packaging manufacturing.
- Maintain full traceability of customer orders, documentation, and records. To ensure that all processes, procedures and activities meet and match those as laid down under company ISO and management procedures.
- Coordinate with Logistics for shipment planning, dispatch schedules, and delivery tracking.
- Ensure accurate dispatch documentation and customer communication.
- Monitor delivery performance and escalate risks affecting customer commitments.
- Maintain accurate customer, order, and service data in ERP systems.
- Generate reports on order fulfillment performance, service levels, and customer complaints.
- Monitor service performance metrics including on-time delivery, order accuracy, complaint resolution timelines, and customer satisfaction levels to ensure service excellence and continuous improvement.
- Ensure adherence and compliance to SOPs, Safety, Quality, Food Safety and Environment requirements as specified in the global QHSE Management System with strict adherence to ISO and local regulatory authority
- Participate in process improvement initiatives related to customer service and supply chain operations.
- Identify service gaps and recommend process enhancements to improve efficiency and customer experience.
- Stay updated with developments in customer service tools, ERP/CRM systems, and manufacturing service practices.
- Perform any other job(s) / task(s) assigned by the Manager to accomplish department objectives.