National Trade Help Desk in Bekaa

1. Position Information

Project

National Trade Help Desk in Bekaa

Title

National Trade Help Desk Coordinator

Level

Mid-Level

Duty station (City and Country)

Bekaa, Lebanon

Type (Regular or Short term)

Yearly

Office- or Home-based

Office-based

Expected starting date

As soon as possible

Expected Duration

12 months

2. Project Description

Lebanon has been facing multi-faceted crises triggered by political economic and security instability, which heavily impacted its socio-economic development. The prolonged economic, financial, and social crisis since 2019, exacerbated by multiple shocks, led to severe economic contraction, a massive depreciation of the Lebanese Pound, soaring inflation, and deterioration in the institutional capacity. The country’s fiscal stance has worsened, the loss of public human resources has been heavily impacted. The escalation of hostilities, as of mid-September 2024 has further exacerbated the situation and reshaped the Lebanese context, given the dramatic impact on human losses, massive damages in infrastructure, assets, business activities, services and utilities, in addition to the economic and financial losses resulting for the general slowdown in economic activities.

The Women’s Economic Empowerment through Advancing Women-Led Enterprises in Lebanon (WEE) is a new project generously funded by the Government of Canada and implemented by the United Nations Development Programme (UNDP). The project aims at supporting gender-responsive job creation and generating economic opportunities for women-led micro, small, and medium enterprises (MSMEs) across various productive sectors with high growth potential. Through this objective, the project will be fostering the financial security, stability and prosperity of women entrepreneurs and women-led MSMEs in Lebanon.

Under the scope of this project, the National Trade Help Desk, implemented in partnership with the Ministry of Economy and Trade, aims to strengthen the enabling environment for MSMEs in Lebanon, particularly women-led and women-owned businesses, by providing accessible support on legal, regulatory, and trade-related procedures.

Established as a hybrid platform, the National Trade Help Desk combines an online portal hosted on the Ministry of Economy and Trade’s website with physical help desks located at the Chambers of Commerce, Industry and Agriculture. It acts as a centralized resource for entrepreneurs and business owners, enabling them to navigate local requirements, formalize their businesses, comply with environmental and labor standards, and access new market opportunities, locally and internationally.

The National Trade Help Desk Coordinator plays a central role in leading the implementation of the help desk and delivering direct support to MSMEs through one-on-one consultations. Based at the help desk in Zahleh, the coordinator will ensure the smooth delivery of services and contribute to the visibility, and responsiveness of the National Trade Help Desk.

3. Scope of Work

• 1. Lead the Launch and Implementation of the National Trade Help Desk
• Provide one-on-one consultations, online and in person, to MSMEs seeking guidance on industrial license, compliance, and trade. Use standardized tools, templates, and content available on the platform to ensure consistency in service delivery.
• Participate in training of trainers (ToT) sessions, technical capacity-building, gender trainings and refresher trainings organized by UNDP and project partners to strengthen technical expertise and service quality.
• Respond to incoming inquiries via the chatbot, identify frequently asked questions, and flag knowledge gaps.
• Refer MSMEs to the appropriate ministries, public institutions, or support services when their inquiry is outside the Help Desk’s scope. Ensure all referrals are documented and followed up when necessary.
• Maintain regular communication and knowledge exchange with coordinators from other chambers. Support coordination with the Ministry of Economy and Trade to ensure alignment and consistency in messaging and support across regions.
• Actively promote the Help Desk to local MSMEs, business associations and other private stakeholders. Contribute to awareness-raising efforts through events, digital platforms, and direct engagement with the local business community.
• Organize and lead awareness sessions and technical workshops for MSMEs in collaboration with the municipalities, Chamber and UNDP. Content to be adapted based on local business needs, industry focus, and feedback received during consultations.
• Support in sustainability planning and long-term integration of the National Trade Help Desk model and ensure knowledge transfer within the chamber’s team.
  2. Monitoring and Planning

• Adopt and develop M&E tools and regularly review KPIs to assess project performance and adjust strategies as needed.
• Maintain accurate records of all consultations, including topics discussed, follow-up needs, and feedback received.
• Track recurring inquiries to help refine platform content and identify broader policy or regulatory challenges.
• Submit regular progress reports to the UNDP project team, highlighting achievements, challenges, and recommendations for improvement.

• 3. Content Development and Data Management
• Regularly review and update platform content to reflect the latest procedures, and institutional changes.
• Contribute to the development of new content based on MSME needs, sector-specific insights, and emerging regulatory topics. Ensure content is clear, accurate, and aligned with the Help Desk’s language and guidelines.
• Provide regular feedback to UNDP on content accuracy, relevance, and areas needing improvement or expansion.
• Collaborate with the UNDP team to update and refine chatbot responses to enhance accuracy and user satisfaction.

4. Competencies

Core

Achieve Results:

LEVEL 1: Plans and monitors own work, pays attention to

details, delivers quality work by deadline

Think Innovatively:

LEVEL 1: Open to creative ideas/known risks, is pragmatic

problem solver, makes improvements

Learn Continuously:

LEVEL 1: Open minded and curious, shares knowledge,

learns from mistakes, asks for feedback

Adapt with Agility:

LEVEL 1: Adapts to change, constructively handles

ambiguity/uncertainty, is flexible

Act with Determination:

LEVEL 1: Shows drive and motivation, able to deliver calmly

in face of adversity, confident

Engage and Partner:

LEVEL 1: Demonstrates compassion/understanding towards

others, forms positive relationships

Enable Diversity and Inclusion:

LEVEL 1: Appreciate/respect differences, aware of

unconscious bias, confront discrimination

5. Minimum Qualifications of the Successful Candidate

Min. Education requirements

A bachelor’s degree (minimum) in a relevant field such as International Trade, Business Administration, Economics, International Relations, Supply Chain Management and others.

Min. years of relevant work experience

At least 3 years of experience in trade-related fields, including export/import operations and management, trade policy analysis and advisory, SME development or consulting on trade readiness and customs and compliance processes.

Technical Experience and Functional Competencies

• At least 3 years of experience working in in areas such as non-tariff barriers, trade documentation requirements, trade finance, customs regulations, trade compliance, and adherence to international trade standards.
• At least 2 years of experience in conducting workshops, training sessions, or capacity-building initiatives specifically tailored for SMEs, with a focus on enhancing their trade readiness.
• At least 1 year of demonstrated experience in in designing, managing, and implementing trade-related projects or programs, showcasing the ability to achieve measurable outcomes and deliver impactful results.

Required skills

• Experience in Trade or Export Services: Background in trade, export services, or SME support, with a strong understanding of regional market conditions, trade challenges, customs regulations, trade compliance, and international trade standards.
• Strong Communication Skills: Ability to communicate effectively with various stakeholders and provide accurate information to users.
• Organizational and Coordination Skills: Capacity to organize and manage workshops, outreach activities, and multi-stakeholder coordination.
• Technical Proficiency: Familiarity with databases, online platforms, and the ability to use digital tools to manage inquiries and data.
• Commitment to Continuous Learning: Willingness to attend training sessions and stay updated on new developments in trade-related regulations and non-food product export requirements.

Required Language(s)

Fluency in written and spoken English and Arabic is required.