Customer Service Specialist

DSV - Global Transport and Logistics

Job Req Number: 96589

Time Type: Full Time

The Customer Service Specialist plays a pivotal role in managing distributor relationships across the GCC and Levant regions. This position serves as the primary point of contact for all supply chain-related matters, ensuring operational efficiency, order accuracy, and consistent alignment with Stellantis policies and standards.

Reporting Line:

Report to: Site manager, Contract logistics

Role: Customer Service Specialist

Direct subordinates: NA

Detailed Responsibilities:

• Monitor order status with a strong focus on back-order reduction and new model order coordination.
• Track and analyze VOR (Vehicle Off Road) orders and monitor the distributor's order mix and open WIP (Work in Progress) lists.
• Drive cost optimization initiatives including air freight and documentation cost reductions.
• Establish and maintain weekly communication with distributors; implement collaborative planning strategies to align supply and demand.
• Conduct market visits as required to enhance distributor engagement and operational visibility.
• Liaise closely with internal departments such as Aftersales, Inventory, Quality, and Logistics.
• Coordinate with intercompany sources in USA and Italy to track the status of back-ordered parts at RDCs (Regional Distribution Centers).
• Act as the first point of contact at the RDC for all supply chain-related topics across the covered markets.
• Maintain continuous engagement with 3PL service providers to ensure high service levels.
• Ensure distributor operations align with Stellantis standards, policies, and KPIs.
  
  
  

Qualifications & Characteristics

Technical & Industry Expertise

• ERP/CRM Proficiency: Hands-on experience with systems such as SAP, Oracle, or Salesforce for order tracking, inventory updates, and customer management.
• Order Management: Skilled in managing purchase/sales orders, returns, replacements, and warranty claims.
• Product Knowledge: Solid understanding of automotive parts, with the ability to interpret specifications and identify components accurately.
  
  
  

Customer-Facing & Communication

• Effective Communicator: Strong verbal and written skills; capable of explaining technical and logistics details clearly to various stakeholders.
• Problem Solver: Proactive in resolving delivery issues, complaints, and part discrepancies efficiently.
  
  
  

Relationship & Stakeholder Management

• Proven ability to build and maintain long-term distributor relationships, ensuring high satisfaction levels and operational excellence.
  
  
  

Operational & Analytical Strengths

• Attention to Detail: Ensures precision in part numbers, quantities, invoicing, and delivery documentation.
• Data Management: Capable of recording service interactions and generating performance reports.
• Time Management: Efficiently handles multiple tasks including order follow-ups, queries, and internal coordination.