Market Support Coordinator Full Time

The Market Support Coordinator will be part of our Customer Service Centre team, which manages a broad range of activities, including supplier management, coordinating inbound and outbound goods, customer order allocation, shipment planning, invoicing, documentation, and providing general administrative and process support across functions. The Service Centre represents our operations to importers, dealers, customers, and our sales and marketing partners.

In this role, your primary focus will be on maintaining and enhancing customer perception of the Dubai Warehouse’s logistics services. You will coordinate the fulfilment of customer orders and communicate clearly with our customers regarding the warehouse’s operational performance, building trust and ensuring them that their business needs are fully supported.

Job Responsibilities 

Continuous Improvement (CI):

• Lead Kaizen initiatives to enhance Warehouse (WH) and Service Center operations, supporting KPIs.
• Conduct Root Cause Analysis (RCA) for operational challenges and process improvements.
• Optimize processes and drive continuous improvements both individually and within the team.

System (VIPS/ Argus/ POL/ ONDEMAND):

• Inbound data from VIPS to update in Inbound Planning file
• Releasing of CSV files for inbound to create Emirsal 2 text file
• Outbound Invoicing in VIPS- All Regions
• Updating of Waybill & delivery dates in VIPS for all outbound shipments
• Print loading list for the warehouse for respective invoices
• Monthly issuing of financial invoices to dealers
• Address dealer queries and manage cases in the Argus system.
• Ensure that pre-alerts are sent to all dealers/customers on shipment arrangement as well as managing shipment deviation with respective parties to ensure that customer expectations are met

Manual (Daily Task):

• Inbound planning file update with new incoming shipment- Invoice wise
• Send the Emirsal 2 text files to the transporters for customs clearance
• For inbound sea shipments- preparing documentation for clearance and send to the transporter- Authorization letter, invoice, BL
• Update global Leadtime planning file for Japan & Singapore
• Preparing outbound documentation for UAE, Oman, Bahrain
• Handover Loading list with Transport label to warehouse for labelling each case
• Preparing Transfer f ownership documents for FCA shipments
• Daily Update of Outbound transport file

Customer and Dealer Support:

• Act as the primary contact for dealers and internal teams, ensuring clear communication and support.
• Coordinate order processing, manage backorders, and provide accurate ETAs.
• Expedite back-ordered items and provide dealers with accurate Estimated Time of Arrival (ETA) information.
• Communicate demand for campaign and service parts and ensure urgent orders are handled appropriately

Quality and Performance Monitoring:

• Report KPIs and attend QRQC meetings to address quality issues.
• Oversee backorder recovery and manage delivery information to customers.
• Supervise backorder management with daily feedback to importers and timely resolution of backorders.
• Provide accurate delivery information to customers and manage dealer discrepancies within target response times.

Required Competencies/Experiences:

•  Diploma or Degree in Supply Chain Management, Logistics or having relevant working experience
• At least 3 years of experience in operational support (Service center & WH Operations)
• Experience in logistics planning, transport coordination, and customs documentation.
• High level of responsibility, ability to work independently and escalate issues effectively
• Excellent in Microsoft Excel able to manipulate data sets and present data intelligently
• Excellent communication and collaboration skills for effective coordination with internal and external stakeholders
• Strong customer-centric approach with the ability to build and maintain relationships with dealers and importers
• Positive attitude and willing to continuously develop & learn
• Ability to follow structured processes and ensure consistent execution of tasks.
• Comfortable with problem solving tools and Lean thinking