Customer Success Coordinator- Middle East & Africa

Purpose of the Role

We are looking for a dedicated **Customer Success Coordinator** to support exceptional service delivery across our operations in the Middle East and Africa. This role acts as a key liaison between our customers, production facility in Malaysia, internal logistics team, and sales team in Dubai to ensure a seamless and positive customer experience.

Key Responsibilities

Customer Service & Relationship Management

• Serve as the primary point of contact for customers across the Middle East and Africa.
• Proactively communicate order status, delivery updates, and address any potential issues.
• Build and maintain strong, trust-based relationships with customers through consistent and professional communication.
• Respond to customer inquiries and concerns in a timely and solution-oriented manner.

Order Management & Coordination

• Collaborate with the production team in Malaysia to ensure timely manufacturing and dispatch.
• Monitor order progress and identify potential delays or challenges early.
• Ensure all order documentation is accurate and meets regional compliance requirements.
• Track internal logistics schedules and shipment progress.

Logistics Coordination

• Monitor shipment timelines and update customers on delivery status using internal systems.
• Work closely with the logistics team to resolve shipping-related issues.
• Escalate delays or concerns to relevant internal stakeholders as needed.
• Maintain a working knowledge of shipping documentation and logistics processes.

Sales Support

• Partner with the Dubai-based sales team to ensure smooth order processing and customer handover.
• Maintain accurate customer records and order histories.
• Support payment follow-up and coordinate with the finance team.
• Generate regular reports on order status, delivery performance, and customer satisfaction metrics.

Qualifications, Skills and Experience required

• Bachelor’s degree in business administration, Customer Service, or a related field.
• Minimum of 5 years’ experience in a customer service, coordination, or similar role.
• Excellent communication skills in English (knowledge of additional regional languages is a plus).
• Strong organizational skills and ability to manage multiple priorities.
• Proficiency in ERP systems and Microsoft Office Suite, especially Excel.

Preferred Skills & Attributes

• Experience in order tracking and logistics coordination.
• Familiarity with Middle East and African markets.
• Understanding of international shipping documentation and trade practices.
• Strong problem-solving skills and attention to detail.
• Cultural awareness and ability to collaborate with diverse teams.
• Experience in payment follow-up and basic financial coordination.