Customer Service Manager
Job Description
Knauf stands for opportunity. We know that opportunity looks different to each person, and we are proud that we see opportunity in everyone. This exciting role within Knauf GCC, based in Dubai, UAE could be the perfect next opportunity for you to build a unique career, in a values-led culture with a clear purpose of making tomorrow a home for all of us.
We are a global manufacturer of construction materials and within our Group, our 42,000 team members in 96 countries across 300 sites provide a huge opportunity for anyone with ambition and energy. We value everyone's contribution equally and we ask that you bring your whole self to work, to enrich the business further, as together we achieve more in a safe and inclusive environment.
Knauf GCC is proud to be part of the Knauf Group. We have heritage in Gypsum manufacturing and have big plans for the future. Our global reach continues to grow, and we are looking for passionate, ambitious leaders to help us achieve our goals.We are all led by the same core values and believe in the powerful potential of large companies to have a positive impact on the world. We are now looking for another team member to join us in the Commercial Department as the Customer Service Manager, based in Dubai, UAE.
Can you say yes- Do you treat your colleagues with respect
- Do you always have the customer in mind
- Do you act with future generations in mind
- Do you have a proven track record of delivering results
- Do you like to seek out opportunities to grow and develop
What you'll be doing:
The Customer Service Manager is tasked with overseeing and managing the end-to-end order management and fulfilment process within the region, ensuring efficient and accurate order processing, inventory management, and on-time delivery to meet customer demands.The role is responsible for maintaining adherence to service level agreements (SLAs) for quotations and order processing, driving customer satisfaction. Additionally, this position involves ownership of the entire order processing workflow, including handling escalations, while leading and developing a high-performing customer service team.
The role focuses on providing guidance, support, and performance management to ensure exceptional service delivery, team accountability, and continuous development.
Key responsibilities are:
- Oversee the order handling and processing activities (order capturing, order entry, order processing, billing, etc.)
- Ensure accurate and timely documentation in the right tool, tracked and monitored.
- Manage and track service levels related to quotations and order processing, ensuring timely responses and resolution in line with company SLAs
- Liaise with Sales, Procurement, Logistics and Plant team to align between demand forecasts as well as logistics and production planning
- Handle end-to-end communication with customers regarding order confirmations, delays, allocations, address customer inquiries and complaints, including credit notes and returns.
- Measure and monitor key performance indicators (KPIs) related to order entry and fulfilment.
- Act as process owner for order management processes, driving standardization, compliance, and continuous improvement
- Lead and manage efforts for improvement & cost reduction while ensuring service level compliance
- Use data to monitor order entry & fulfilment incl. setting clear targets and collecting regular feedback
- Drive continuous improvement and optimization of order management processes, leveraging ERP/SAP capabilities to automate workflows and reduce manual tasks
- Collaborate with IT and process owners to identify opportunities for automation and system enhancements in SAP or other ERP systems
- Digital Projects Management and continuous improvement initiatives
- Collaborate with local sales, logistics, and planning team to address customer orders and inquiries
- Coordinate local logistics and distribution operations to ensure on-time delivery of the quantity in the right quality
- Contribute to customer satisfaction, cost efficiency, and overall supply chain performance
What we'd love for you to have:
We're interested in you as a personyour attitude, behaviors, and values. If you bring a willingness to learn what's needed for the role, we'd love to connect with you! Experience in the following areas would be an advantage:
- 35 years of relevant experience in Customer Service
- Business-oriented degree such as Engineering, Logistics, or a related field
- Prior knowledge, skills, or professional experience in one or both of the following areas: Supply Chain Management and/or Sales (knowledge in either area would be beneficial for the position)
- Proficient in standard supply chain tools and order management tools.
- SAP experience is a must, with hands-on experience in order management modules
- Understanding of ERP system processes and how to optimize them for automation and efficiency
- Excel expertise
- Understanding of local market dynamics and customer expectations
- Strong analytical and problem-solving skills
- Excellent communication and leadership abilities