Customer Service Specialist - Diplomatic And Wholesale

About Us

Maritime & Mercantile International (MMI) and Emirates Leisure Retail (ELR), subsidiaries of the Emirates Group, are industry leaders committed to world-class service and exceptional customer experiences. MMI is a global powerhouse in beverage distribution and retail, serving 30+ countries. As a trusted supplier of premium beverages, MMI offers an extensive selection of fine wines, spirits, and specialty drinks through its vast network. ELR operates over 300 outlets worldwide featuring renowned brands like Costa Coffee UAE and Pret A Manger.

The Role

The Customer Service Specialist – Diplomatic & Wholesale is responsible for ensuring the seamless coordination of order fulfilment, shipping, and stock movement across multiple internal and external stakeholders. The role plays a central function in managing product codes, maintaining accurate inventory and pricing data, and supporting operational compliance through effective use of systems such as Salesforce and Power BI. This position acts as a key communication bridge between logistics, warehouse, sales teams, and diplomatic customers, proactively resolving bottlenecks and ensuring timely, accurate delivery. The specialist also oversees DFDP processes, stock transfers, and POS coordination while contributing to continuous operational improvement.

Key Responsibilities

• Arrange timely shipping & delivery for all orders to ensure prompt delivery
• Collaborate with the Warehouse, Customer Service, and Supply Chain teams to complete orders efficiently
• Track order status and proactively resolve any shipping or fulfillment issues.
• Generate and maintain new or duplicate codes for non-MMI SKUs, ensuring accurate product classification.
• Maintain and update inventory records to ensure stock accuracy.
• Utilize Salesforce and Power BI to track order progress, monitor inventory levels, and generate performance reports.
• Ensure all relevant data is correctly recorded in company systems for compliance and reporting purposes
• Serve as a central point of contact between internal departments and external partners to facilitate smooth operations.
• Apply WSET Level 2 knowledge to support operations related to wine and spirits, ensuring compliance with industry regulations.

Required Skills and Qualifications:

• 2+ years of experience in an administrative, logistics, or coordination role.
• Proficiency in Salesforce, Power BI, and Microsoft Office Suite (Excel, Word, Outlook).
• Strong organizational and multitasking abilities with attention to detail.
• Excellent communication and problem-solving skills.
• Ability to work under pressure and meet deadlines in a fast-paced environment.
• Experience in logistics, supply chain, or order fulfillment is a plus

Desirable Skills & Experience

• WSET qualified level 2 Wine & Spirits

How to apply

Click ‘Apply’ to join our team.