Ines Mahjoubi

Senior Sales Operations Specialist with over 15 years of experience in B2B Sales Operations, Sales Administration, and Customer Service within international environments. Skilled in end-to-end B2B order management, commercial operations follow-up, cross-departmental coordination, complaint and dispute resolution, and process improvement. Proven ability to manage multiple client portfolios, resolve complex operational issues, and coordinate effectively with Sales, Logistics, Finance, and Supply Chain teams.

Fluent in French and English, with strong organizational skills and a solutions-oriented mindset. Seeking to bring this expertise to a B2B Sales Operations or Customer Service role in the Gulf region.

Senior Sales Operations Specialist at Manucurist (2024-01 – Present)

• Manage and oversee end-to-end B2B order operations, from order receipt and validation to preparation, shipment, and invoicing.
• Handle and monitor orders for professional clients and B2B accounts, controlling product references, quantities, pricing, discounts, and commercial terms.
• Manage EDI order flows and orders received across multiple sales channels.
• Coordinate daily with Sales, Logistics, Supply Chain, Finance, and Customer Service teams to ensure smooth order execution.
• Resolve operational issues including stock shortages, incomplete orders, delivery delays, and logistics anomalies, liaising with carriers and logistics partners.
• Follow up on invoicing discrepancies with the Finance team to ensure timely corrections and adjustments.
• Manage returns, credit notes, and commercial disputes; analyze recurring issues and implement corrective solutions.
• Lead process optimization initiatives across Sales Operations, B2B Order Management, and Customer Service; design and formalize internal procedures.
• Contribute to the automation and digitalization of operational workflows.
• Train and support colleagues on processes, tools, and best practices.

Sales Administration & Customer Service Specialist (B2B & B2C) at Manucurist (2023-02 – 2024-01)

• Managed the administrative and operational processing of B2B orders, from purchase order receipt through to shipment.
• Controlled product references, quantities, pricing, discounts, and commercial terms for professional client orders.
• Handled B2B and B2C client requests and provided support throughout the order process; tracked shipments and deliveries.
• Processed B2B and B2C complaints and disputes (missing or damaged products, preparation errors, delivery anomalies) and coordinated credit note requests with Finance.
• Maintained daily communication with professional and individual clients; updated client and order data.
• Contributed to procedure improvements and supported onboarding and training of new team members.

Team Manager – Customer Support at Ordissimo – LB Consulting (2018-09 – 2020-07)

• Supervised and coached a team of B2B/B2C Customer Support advisors, organizing and allocating daily workload.
• Monitored team activity and service quality; supported advisors on complex client cases and escalated B2B requests requiring specific intervention.
• Ensured compliance with procedures and quality standards; trained and onboarded new team members.
• Coordinated across departments to ensure resolution of client requests and reported recurring issues to management.

Customer Service & Technical Support Advisor at Ordissimo – LB Consulting (2012-09 – 2018-07)

• Handled B2B and B2C client requests by phone and email, providing remote technical support in French and English.
• Diagnosed and resolved technical issues; processed and tracked B2B after-sales service requests through to resolution.
• Handled commercial and administrative requests and client complaints, coordinating with technical teams on complex cases.

Bilingual Customer Service Advisor – B2B/B2C (French & English) at UPS – Transcom (2010-03 – 2012-05)

• Handled B2B and B2C client requests by phone, including pickup requests for professional clients and delivery/transport tracking.
• Coordinated with relevant stakeholders in case of anomalies; processed client complaints and refund requests through to resolution.
• Processed complaints and handled back-office claims management.

Commercial Advisor at Filliassur (French Insurance Group) (2009-04 – 2009-11)

• Conducted outbound prospecting, identified client needs, and qualified prospects; presented and advised on commercial offers.
• Validated and registered new memberships and tracked commercial files toward sales targets.

English Trainer (ESP) at ESAT – École Supérieure Privée de l'Aéronautique (2008-09 – 2009-03)

• Prepared and delivered general and professional English courses tailored to aeronautical/professional contexts.
• Developed teaching materials and evaluated student progress.

Master's Degree (Maîtrise) in English Language and Literature – ISLT – Institut Supérieur des Langues de Tunis (2008)

Baccalaureate in Literature Track – Lycée El Wafa, Ariana (2003)

Certificate in IT & Office Software Training – Training Center (2020)