Customer Service Manager - Order Fulfillment

Job Summary

The role of this position is to manage the Customer Service Department activities and support the commercial growth of Saudi market. The manager should be a good team leader, a role model, and must solve problems, make informed decisions, and manage the department wisely in order to achieve maximum results. In this role she or he will be a sales enablement responsible for the management of channel partners and direct customer orders and timely revenue recognition.

Responsibilities

• Oversee daily Customer Service operations to ensure optimal performance, efficiency, and service quality.
• Lead, coach, and mentor Customer Service Associates, fostering a collaborative, high-performance, and development-driven environment.
• Continuously review, map, and improve departmental processes to enhance efficiency, productivity, and compliance.
• Implement and manage Daily Management tools, including backlog monitoring and revenue recognition analysis.
• Collaborate closely with Commercial, Operations, Planning, Logistics, and other cross-functional teams to support business growth and continuous improvement initiatives.
• Support commercial forecast accuracy by providing informed estimates throughout the reporting period.
• Process purchase orders from NUPCO, channel partners, and direct customers within the assigned region when required.
• Ensure timely and accurate invoicing, including management of monthly billing cycles.
• Maintain clear, proactive communication with customers regarding order status, delivery timelines, inventory availability, and backorder situations.
• Respond to customer inquiries related to pricing, product availability, delivery schedules, order status, warranties, and discontinued products.
• Coordinate with the Planning team to ensure timely stock availability and optimal allocation from internal warehouses.
• Maintain and regularly update multiple pricing lists.
• Conduct customer site visits to better understand operational needs and order management requirements.
• Work closely with Finance and relevant stakeholders to monitor credit status and ensure compliance.
• Ensure adherence to export control regulations and international trade compliance requirements.
• Ensure departmental compliance with company policies, business conduct standards, and service level agreements.
• Guarantee that all order and inventory transactions are processed accurately and in line with agreed service standards.
• Proactively identify and resolve issues impacting customer service quality, efficiency, and team productivity.
• Coordinate with the Logistics team to track billing, deliveries, and sales performance against targets.
• Undertake additional responsibilities as required by Commercial leadership and senior management.

Qualifications and Education Requirements

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, or a related field (or equivalent).
• Minimum 5–10 years of experience in customer service, order management, supply chain, or operations.
• 3–5 years of proven leadership or people-management experience.
• Strong knowledge of order-to-cash processes, supply chain operations, and export control / international trade regulations.
• Proficiency in ERP, CRM, and Order Management Systems (e.g., SAP, Oracle, or equivalent).Solid understanding of forecasting, inventory management, backlog control, and revenue recognition principles.

Preferred Skills

• Previous experience in Healthcare, Diagnostics, Medical Devices, or other regulated industries.
• Saudi National as per local regulations
• Demonstrated ability to apply continuous improvement methodologies (Lean, Kaizen, Six Sigma mindset).
• Strong analytical and numerical skills to support order processing, invoicing accuracy, forecasting, and data analysis.
• Excellent organizational and prioritization skills, with strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment while meeting strict deadlines.
• Highly flexible and adaptable, able to respond effectively to changing business demands.
• Strong communication and stakeholder-management skills, with the ability to collaborate across functions and levels.
• Fluency in English required; Arabic proficiency is a strong asset.
• Positive, proactive, and solution-oriented mindset with a strong sense of ownership and accountability.

Benefits

Beckman Coulter offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits.

Beckman Coulter is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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