Job Description

Job Title:

Customer Service Representative - HORECA Division

Reporting To:

Sales Executive / Assistant Sales Manager - HORECA

Work Location:

UAE (Head Office / Distribution Centre)

Job Purpose

To act as the first point of contact for HORECA clients -- managing daily orders, inquiries, complaints, and delivery coordination to ensure a seamless and professional customer experience. The role bridges the sales, logistics, and operations teams to maintain high service levels, product quality, and client satisfaction in a fast-paced fresh-produce environment.

Key Responsibilities

1. Customer Interaction & Order Management

Receive, confirm, and process daily customer orders via phone or email within defined cut-off times. Validate pricing, availability, and delivery timelines for each order before confirmation. Coordinate with warehouse and dispatch teams for timely preparation and delivery. Update clients proactively on order status, substitutions, or delays.

2. Relationship Management

Maintain strong communication with chefs, purchasing officers, and outlet managers across hotels, restaurants, and catering clients.

Conduct periodic (daily / weekly) courtesy follow-ups and visits to the customers premises to confirm satisfaction and note improvement areas.

Build long-term client trust by ensuring every interaction reflects professionalism and care.

3. Complaint Resolution

Log and investigate complaints related to delivery delays, product shortages, or quality issues. Coordinate with QA and sales teams for immediate corrective action. Track complaints to closure and communicate solutions to customers in a timely and courteous manner.

4. Coordination & Documentation

Liaise with procurement and inventory teams on product availability. Ensure all order details, changes, and special requests are accurately entered in the ERP/Tally/Sales System. Generate daily reports on orders, returns, and feedback for management review.

5. Continuous Improvement

Provide feedback to the sales and operations teams on recurring customer concerns or process bottlenecks. Suggest ways to enhance service quality, reduce complaints, and improve delivery accuracy.

Educational & Experience Requirements

Bachelor's Degree or Diploma in Business / Hospitality / Commerce. 2-3 years of customer service or coordination experience in the HORECA or FMCG trading sector. Experience handling perishable goods or food distribution preferred. Proficiency in English; Arabic/Hindi/Tagalog is an advantage. Knowledge of fresh fruits & vegetables product categories. Familiarity with HORECA order cycles, cold-chain logistics, and delivery documentation. ERP / Tally / CRM order entry skills. Microsoft Excel and WhatsApp Business proficiency. Valid UAE Driving License is an added advantage.

Work Environment

Fast-paced trading and dispatch environment. Early morning order cycles (5 AM - 3 PM) common in HORECA operations. Coordination across multi-lingual teams and diverse client segments.
Job Types: Full-time, Permanent

Pay: Up to AED3,500.00 per month

Application Question(s):

What is your expected monthly salary in AED? Are you available to join immediately?
Experience:

UAE HORECA : 2 years (Preferred) UAE Customer Service: 2 years (Preferred)
License/Certification:

* UAE Driving License (Preferred)