Job Type: Full Time
Location: Dubai, UAE
Industry: Luxury Retail
Department: Supply Chain & Logistics
Job Function: Customer Service
Nationality: Open

Inspire | Exhilarate | Delight

Chalhoub Group, a leader in luxury retail across the Middle East for over 70 years, is seeking an experienced Customer Service Lead to manage, develop, and empower the customer service function within its Supply Chain & Logistics division. This role plays a critical part in enhancing customer satisfaction, streamlining service operations, and ensuring smooth coordination across internal teams, suppliers, and logistics partners.

The Customer Service Lead will oversee order processing, shipment coordination, claims management, and service performance, acting as a key link between commercial, warehouse, logistics, and brand teams.

Key Responsibilities

Customer Service & Order Management

• Lead and support the customer service team to ensure high service standards and timely order processing

• Share and validate data with the RDBS team for purchase order processing in RMS

• Review sales orders against replenishment orders, ensuring accuracy in pricing, quantities, and tester ratios

• Manage PO cleansing and ensure system accuracy

Logistics & Warehouse Coordination

• Coordinate with warehouse teams to receive shipments and release them in the system based on business needs

• Liaise with suppliers to ensure on-time delivery of shipments

• Provide shipment and packing instructions to logistics and warehouse teams

• Monitor outbound shipments and maintain shipment status databases, ensuring timely dispatch and delivery

Claims, Returns & Exception Management

• Report and manage claims related to shortages, excess quantities, damaged items, and returns

• Coordinate with brand teams and suppliers to resolve claims and follow up on credit notes

• Proactively identify delivery issues and propose corrective actions

Cross-Functional Collaboration

• Consolidate orders for commercial screening and ensure accurate data reflection across systems

• Ensure smooth coordination between customer service, commercial, logistics, traffic, and warehouse teams

What You’ll Need to Succeed

• Minimum 3+ years of experience in customer service with exposure to warehouse and logistics operations

• Strong leadership skills with the ability to guide and motivate teams

• Advanced proficiency in Microsoft Excel

• Excellent communication, coordination, and stakeholder management skills

• Strong problem-solving and troubleshooting abilities

• Confident, proactive, and customer-focused mindset

• Arabic language skills are an advantage

What Chalhoub Group Offers

• Competitive benefits package including healthcare and child education contribution

• Flexible and remote working policies (role-dependent)

• Exclusive employee discounts across luxury brands

• Learning, development, and internal mobility opportunities

• Inclusive, diverse, and future-ready workplace culture