Customer Service & Account Coordinator (6 month FTC)

En Route International operates globally as part of dnata, one of the world’s largest air services providers. With offices in the UK, USA, Australia, and UAE, En Route supplies premium baked goods, meals, and snacks to the travel industry. We partner with world class manufacturers to create bespoke food solutions and deliver products with precision through a complex, global supply chain. Our mission is to be the leading global provider of prepacked food products within the passenger travel market and beyond \- delivering innovation, agility, sustainability, and customer focused excellence. **Job Purpose:** This hybrid role combines core responsibilities from Customer Services and Assistant Account Management. The successful candidate will support the Customer Service and Commercial teams to ensure seamless day\-to\-day fulfilment operations while assisting with commercial projects, customer presentations, and product launches. This role plays a key part in maintaining exceptional customer service, supporting new product introductions, managing live business updates, and helping to coordinate account\-related activity across the Middle East region. ***\*Please note all applications must be in by 13th April. Due to the volume of applications we receive, we can only accept applications via this route. This role is also to start ASAP, so preference will go to applicants who are available within 1\-2 weeks notice.*** **Salary:** 175,000AED annual equivalent (includes travel and housing allowance). 13,000AED – 14,500AED per month. **Key Responsibilities:\-** **Customer Service \& Operational Support:** * Accurately enter and manage customer sales orders, ensuring all orders are processed in line with agreed schedules, lead times, and internal quality standards. * Collaborate closely with Demand Planning, Supply Planning, Stock Control, and Logistics teams to support effective stock availability management and ensure on\-time delivery performance. * Act as a key point of contact for customers, responding promptly to queries, resolving delivery or pricing issues, maintaining a detailed log of all cases, and keeping the Commercial team fully informed. * Conduct regular customer forecast reviews, confirming forecast expectations, analysing variances between forecast and actuals, and feeding insights into financial planning and analysis processes. * Communicate updates to product ranges, pricing, and delivery schedules proactively to ensure customers have adequate time to implement system changes and maintain operational accuracy. * Identify opportunities to reduce costs, improve efficiency, and anticipate potential challenges, sharing recommendations with relevant stakeholders to support continuous improvement. * Take clear ownership of operational issues affecting customers, driving timely resolution, delivering agreed outcomes, and ensuring strong communication across internal teams and customer contacts. **Account Support (Assistant AM Responsibilities):** * Proactively support the setup and coordination of new projects and existing business refreshes within the region. * Work collaboratively with NPD, Creative, Technical, and Operational teams to support fast and efficient product launches. * Prepare accurate caterer presentations for live business, using information supplied by NPD, Creative and Marketing teams. * Assist with the creation of monthly caterer reports including: * Sales and forecast data * Product and operational performance * Quality insights and service updates * Maintain and update internal platforms, CRM systems, and project trackers to ensure all customer and prospect information is current. * Provide administrative and coordination support for key customer meetings, presentations, and internal cross functional sessions. **Required Experience** * Customer Service or Desk Based Account Management experience (ideally B2B within FMCG, food service, supply chain, or similar). * Supply Chain, Logistics or Distribution experience preferred but not essential * Basic Import/Export understanding (preferred but not essential). * Experience in account support or customer facing commercial roles is advantageous. * Ability to manage multiple tasks and work to tight deadlines. **Knowledge \& Skills** * Experience of Microsoft Business Central preferred but not essential * Experience of CRM platform preferred but not essential * Intermediate IT skills: Outlook, Excel, Word, PowerPoint * Experience working with ERP systems (Navision/Business Central/SAP etc.) * Excellent verbal and written communication skills * Good organisational skills * Strong attention to detail * Ability to prioritise workload, multitask and work to deadlines * Ability to work on own initiative and with multiple stakeholders * Flexible to take on extra and varied tasks when required * Enjoy working in a fast‑paced environment * Proactive and quick thinking in solving problems **Personal Attributes:** * Excellent interpersonal skills * A collaborative team player with confidence, resilience, and a positive attitude * Curious, proactive, and eager to contribute to both operational and commercial success * Enjoys working in a fast\-paced role with multiple moving parts * Sensitive to cultural differences and able to work effectively with international teams * Passion for food and delivering excellent customer experiences * Have a positive attitude with a strong passion for what you do We are committed to creating an inclusive, equitable, and diverse workplace where everyone feels valued and empowered to contribute their best. We welcome applications from people of all backgrounds, identities, and experiences, and we are dedicated to ensuring a fair and accessible recruitment process for all candidates. If you require any adjustments or support during the application or interview stages, please let us know \- we’re here to help! *Regrettably, due to the high volume of applications we receive, we are unable to respond individually to every candidate. If you have not heard from us within 10 working days of submitting your application, unfortunately you have not been successful on this occasion.* We take your privacy seriously. Any personal data you share with us during the application process will be handled in accordance with applicable data protection laws and used solely for recruitment purposes. Your information will be stored securely and retained only for as long as necessary.