Customer Service Associate - Chilled Section | Retail | M&S | UAE

Job Requisition ID: 179727 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Customer Service Associate – Chilled Section | Marks & Spencer

Overview of the Role

The Customer Service Associate – Chilled Section is responsible for delivering an exceptional customer experience while ensuring the highest standards of food quality, freshness, availability, and presentation across the Chilled Food department. The role supports the day-to-day operations by maintaining optimum stock levels, adhering to food safety standards, and ensuring chilled products are merchandised in line with M&S standards.

Working as part of the M&S Food team, you will help create an outstanding shopping experience by providing excellent customer service, maintaining product availability, and ensuring the Chilled section remains clean, well-stocked, and visually appealing. Success in this role is measured through customer satisfaction, product availability, stock rotation, waste reduction, and operational excellence.

What You Will Do

Customer Service & Customer Experience

• Deliver exceptional customer service by greeting and assisting customers in a friendly, professional, and engaging manner.
• Provide customers with accurate product information, including ingredients, allergens, storage advice, and promotions.
• Handle customer enquiries and resolve basic complaints promptly, escalating issues where necessary.
• Build positive customer relationships that encourage repeat visits and brand loyalty.
• Ensure every customer receives a premium shopping experience aligned with M&S service standards.

Chilled Section Operations

• Ensure chilled products are fully replenished and available throughout trading hours.
• Maintain attractive, well-organized, and fully stocked chilled displays in accordance with M&S merchandising standards.
• Monitor product freshness, expiry dates, and shelf life to ensure only the highest quality products are available for sale.
• Follow FIFO (First In, First Out) principles and effective stock rotation to minimize waste.
• Remove damaged, expired, or poor-quality products from sale promptly.

Visual Merchandising & Store Standards

• Maintain exceptional merchandising standards within the Chilled department.
• Ensure all products are displayed according to planograms and promotional guidelines.
• Maintain cleanliness and organization of refrigerated cabinets and surrounding areas.
• Ensure pricing, shelf labels, and promotional signage are accurate and up to date.

Stock Management & Inventory

• Receive chilled deliveries and verify product quality and quantities.
• Replenish stock efficiently while maintaining product integrity and cold chain compliance.
• Assist with stock counts, inventory management, and shrinkage control.
• Report stock shortages, damaged goods, and quality concerns to the Department Manager.
• Support inventory optimization and waste reduction initiatives.

Food Safety, Cold Chain & Compliance

• Ensure all chilled products are stored and displayed at the correct temperatures.
• Maintain cold chain integrity throughout receiving, storage, replenishment, and merchandising activities.
• Follow all Food Safety, HACCP, Municipality, and Health & Safety regulations.
• Complete daily temperature checks and report any equipment or refrigeration issues immediately.
• Ensure work areas, refrigeration units, and equipment remain clean and sanitized.

Sales Support & Commercial Performance

• Promote chilled food products through upselling and cross-selling.
• Recommend complementary products to enhance customer purchases.
• Support seasonal promotions and new product launches.
• Contribute towards achieving department sales, availability, and waste reduction targets.

Cash Register Support (Where Required)

• Support checkout operations during peak trading periods when required.
• Process customer transactions accurately using the Point of Sale (POS) system.
• Follow company cash handling procedures and maintain a clean checkout area.

Required Skills to be Successful

• Passion for delivering exceptional customer service.
• Good knowledge of chilled food products and food handling practices.
• Strong understanding of food safety, hygiene, and cold chain management.
• Excellent communication and interpersonal skills.
• Strong merchandising and replenishment skills.
• Good attention to detail and organizational skills.
• Ability to work efficiently in a fast-paced retail environment.
• Basic inventory management and stock rotation knowledge.
• Team player with a positive attitude.
• Ability to lift and replenish stock safely while maintaining product quality.

What Qualifies You for the Role

• High School Diploma or equivalent (Food or Hospitality qualification is an advantage).
• 1–3 years' experience in Food Retail, Supermarket, Fresh Food, Grocery, or Hospitality.
• Previous experience working with chilled or perishable food products is highly desirable.
• Knowledge of food safety, HACCP, cold chain management, and Municipality regulations.
• Experience in stock replenishment, inventory control, and merchandising.
• Experience operating POS systems is an advantage.
• Good verbal communication skills in English (Arabic is an advantage).
• Friendly, customer-focused, and able to work effectively within a team.
• Ability to work flexible shifts, weekends, and public holidays.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…