Customer Service Lead

Job Description INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse the Group's innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets. Sustainability is at the core of the Group's strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women's Empowerment Principles, and to have pledged to reach Net Zero by 2040. What You'll Be Doing To Lead, Develop & Empower the Customer Service team with sole objective of Streamlining & Improving Customer relations with the Group. Key Responsibilities - Share the data with RDBS team for them to process the Purchase Orders in RMS. - Sales Orders to be checked against Replenishment Order (Tester Ratio, Unit Price, Order Qty) - Coordinate with Warehouse team to receive the shipment and release on system as per business needs, this also may require coordinating with supplier to ensure delivery is happening on time. - Report and send claims to the Brand Team/Supplier of excess or shortage in shipments, and follow up on Credit Notes if needed. - Report damaged items/returns to the Brand team/Supplier and follow up on actions (arrange for destruction, follow up on Credit Notes if needed) - Management of PO Cleansing. - Consolidate several Orders to Commercial team for screening and ensure the data is reflected properly. - Provide shipment Instructions to logistics and warehouse (e.g packing instructions), coordinating with them for the delivery requirement. - Monitor outbound shipments and oversee shipment status database, ensuring orders are dispatched and delivered within the standard timeline by coordinating with warehouse and traffic team, and proposing action on flagged deliveries. - Manage Customer Claims against damages, shortages and excess quantities. What You'll Need To Succeed 3+ years experience in Customer Service + exposure to Warehouse/Logistics Proficiency in Excel Good Leadership skills Confident attitude Excellent problem solving skills Very good communication skills Excellent coordination skills, ensuring smooth collaboration between teams and stakeholders. Strong troubleshooting skills with the ability to identify, analyze, and resolve issues efficiently. Arabic language is a plus What We Can Offer You With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day. We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts. We Invite All Applicants to Apply It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity. We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.