Customer Service Agent

We are seeking a detail-oriented and proactive Customer Service Agent to manage end-to-end customer order processing, publisher liaison, digital title activation, and post-sales support. The ideal candidate will serve as the bridge between sales, customers, and UK/USA publishers/distributors to ensure accurate pricing, timely delivery, and exceptional client satisfaction.

Looking for a Customer Service Agent at ALL PRINTS - UAE in Dubai, Dubai, United Arab Emirates? This role focuses on the day-to-day work of a Customer Service Agent.

Job Title: Customer Service Agent Job Overview: We are seeking a detail-oriented and proactive Customer Service Agent to manage end-to-end customer order processing, publisher liaison, digital title activation, and post-sales support. The ideal candidate will serve as the bridge

Company Overview

All Prints Distributors and Publishers were established in Abu Dhabi in 1968 and expanded its services in the following years to provide educational services to schools and universities in the Arab world. We are the main suppliers of textbooks and educational materials to all the major universities, schools and educational institutes in the United Arab Emirates, Qatar, Kuwait, Oman, Jordan, Saudi Arabia, Bahrain, Syria and Lebanon. We provide materials through over 550 international publishers. We also collaborate with major international publishers for translating and adapting their materials as per the requirements of the local Gulf Markets. We have our own shipping agents and offices in the U.K., U.S.A. and France to handle our regularly scheduled air-freight and sea-freight shipments. This facilitates getting your orders quickly and economically. We can assure you that All Prints prices are highly competitive and we provide prompt delivery to meet your school calendar. All Prints Distributors & Publishers is an ISO 9001:2015 Quality Management Systems certified company. We provide our clients with catalogs and samples of all major international publishers. We also coordinate with international publishers to organize workshops and teacher training for your school. All ‘Free of Charge’ materials provided by the publishers shall be supplied to you accordingly.

Quick Details

• Salary Range: Not Specified
• Job Type: Full-time
• Experience: 5 Year+
• Qualifications: Not Specified

Key Responsibilities

• Process Requests for Quotations (RFQs) and create adoption summaries.
• Send inquiry lists to publishers/distributors to gather pricing and prepare detailed pricing file summaries.
• Prepare and issue formal quotations to customers.
• Follow up with Sales Managers to obtain signed Customer Purchase Orders.
• Process customer Purchase Orders by creating corresponding Sales Orders in the system.
• Place book and material orders with UK/USA publishers and suppliers.
• Activate digital titles and digital learning access for customers.
• Advise and select appropriate shipping modes based on order urgency and cost efficiency.
• Track shipping information for all placed orders and set realistic delivery schedules.
• Prepare regular order status reports for management and key stakeholders.
• Communicate directly with customers to address inquiries, clarify order details, and handle requests.
• Handle and resolve claims for shortages or damaged shipments.
• Issue A/R Invoices and process Return documents when necessary.
• Provide regular operations, sales tracking, and operational status reports to the Direct Manager.

Requirements

• Detail-oriented and proactive.
• Ability to serve as a bridge between sales, customers, and UK/USA publishers/distributors.
• Ensure accurate pricing, timely delivery, and exceptional client satisfaction.
• Proficiency in order processing systems.
• Strong communication and interpersonal skills.

Benefits

• ISO 9001:2015 Quality Management Systems certified company.
• Competitive pricing and prompt delivery.
• Coordination with international publishers for workshops and teacher training.
• Free of Charge materials provided by publishers.
• Access to catalogs and samples from major international publishers.