Customer Operations Support Manager

Role Overview

Key Responsibilities

• Responsible for the supervision of direct reports within the team.
• Validate Customer Profile in coordination with the Pricing and Sales team.
• Secure correct implementation of new traffics.
• Handle logistic requirements of major key accounts.
• Source and negotiate pricing with suppliers, carriers, and network partners and provide customized quotations to clients.
• Resolve conflicts and provide proactive solutions to ensure excellent service to clients.
• Follow through on all critical inter-departmental escalations to increase customer retention.
• Communicate job expectations, plan, and monitor workload among the team.
• Train all new recruits on job processes and company policies.
• Successful account retention through extensive follow-up and personalized visits to clients.
• Conduct regularly scheduled departmental and customer service team meetings.
• Develop and implement effective customer-focused procedures and policies.

Education & Qualifications

• Bachelor's degree in Logistics or relevant field.

Experience & Knowledge

• 3-4 years' experience working in Logistics & Warehouse management in the freight-forwarding industry.
• Knowledge of import/export laws and regulations and customs clearance compliance, specifically UAE Customs requirements.

Special Skills

• Strong leadership and people management skills with the ability to supervise, coach, and develop team members.
• Excellent customer service and relationship management skills.
• Advanced problem-solving and conflict resolution abilities.
• Strong negotiation and commercial acumen when dealing with suppliers, carriers, and service providers.
• Effective communication and stakeholder management skills across Sales, Pricing, Operations, and external customers.
• Ability to manage multiple priorities and perform under pressure in a fast-paced logistics environment.
• Strong analytical and decision-making skills with attention to detail.
• Project coordination and implementation skills for new business and traffic onboarding.
• Presentation and training skills to facilitate team development and customer engagements.
• Process improvement and change management capabilities.

Preferred Competencies

About CEVA Logistics

Application Notes

• Legitimate CEVA Logistics recruitment processes include communication through recognized professional networks such as LinkedIn or official company email addresses.