Full job description

SUMMARY OF THE ROLE

As a customer service Team Lead, you will lead the customer service team by developing their skills while ensuring smooth, accurate order handling across all customer and sales interactions. You will improve our service experience by monitoring deliveries, giving clear timelines, resolving critical issues quickly, and driving improvements that create a standout customer experience.

In this job role, you will report to the Operations Manager and will be based in Al Quoz Industrial Area 3, Dubai, U.A.E.

Responsibilities:

• Lead team development by guiding members and ensuring they stay skilled, engaged, and ready for Jotun’s current and future needs.

• Supervise customer service operations by providing expertise, support, and direction to achieve departmental goals.

• Manage end-to-end order operations, including processing, invoicing, and coordination with sales and internal teams.

• Monitor delivery performance by tracking open orders and aligning with production and distribution to secure product availability.

• Analyse and report key data to provide accurate delivery timelines to Sales, and other stakeholders.

• Optimize team workload by assigning tasks, resolving customer critical issues, ensuring system accuracy, and driving continuous improvement.

WHAT WE ARE LOOKING FOR AND WHAT WE OFFER

We are looking for a candidate who:

• Bachelor’s degree required, with preference for Business Administration

• 2 – 3 years supervisory experience in customer service

• Experience using computer management systems (ERP/IFS or similar) is preferred

• Strong English communication skills, both written and spoken

• Proficiency in MS Office with advanced Excel skills.

• Having a good understanding of GCC market regulations and trade practices is an advantage

The competencies we look for:

• 
  Acts on own initiative, makes things happen and accepts responsibility for the results

• Provides team with a clear sense of direction, inspires and coordinates others and keeps them focused on objectives

• Develops people through delegation, empowerment and coaching; promotes career and self-development

• Uses a methodical and systematic approach; plans ahead, defines clear priorities and allocates resources effectively

• Communicates in a clear, precise and structured way; speaks with authority and conviction; presents effectively

• Adheres to company rules and procedures; executes plans with commitment and determination; achieves high quality results

What We Offer:

• Continuous learning opportunities and training activities through on-the-job training and our in-house learning.

• Career development opportunities across multiple disciplines and geographies.

• Leaders who focus on engaging and enabling their team, proven by consistently high employee feedback scores.

• A supportive and inclusive company culture where you can be your authentic self.

• A focus on having fun together through team buildings and social activities.

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