Customer Operations Support Manager
Role Overview
Communicate with customers by phone, email, or face-to-face while overseeing a team of Customer Service agents.
Promote a productive and motivating team environment and communicate in a professional manner aligned with company values.
Key Skills for This Role
Full Job Posting
Role purpose
Communicate with customers by phone, email, or face-to-face while overseeing a team of Customer Service agents.
Promote a productive and motivating team environment and communicate in a professional manner aligned with company values.
Key responsibilities
- Supervise direct reports and plan, communicate, and monitor team workload and expectations.
- Validate customer profiles with Pricing and Sales and secure correct implementation of new traffic.
- Handle logistics requirements for major key accounts.
- Source and negotiate supplier, carrier, and network-partner pricing and provide customized client quotations.
- Resolve conflicts proactively and follow through on interdepartmental escalations to support service and customer retention.
- Train new recruits on job processes and company policies; conduct departmental and customer-service meetings.
- Support account retention through follow-up and personalized client visits.
- Develop customer-focused procedures and policies and provide cross-functional support to Projects and Operations.
- Comply with QHSE, compliance, and ethics requirements.
Education and experience
- A bachelor’s degree in Logistics or a relevant field is required.
- The role requires 3–4 years of logistics and warehouse management experience in freight forwarding.
- Knowledge of import/export laws and regulations and customs-clearance compliance, specifically UAE Customs requirements, is required.
Special skills
- The role calls for leadership, people management, coaching, and team-development skills.
- Customer-service, relationship-management, communication, and stakeholder-management skills are required.
- The role requires problem-solving, conflict resolution, negotiation, and commercial acumen.
- Analytical and decision-making skills, attention to detail, and the ability to manage priorities under pressure are required.
- Project coordination, training, presentation, process-improvement, and change-management capabilities are required.
Preferred competencies
Preferred competencies include a customer-centric mindset, results orientation, business partnering, accountability, ownership, and cross-functional collaboration.
Strategic thinking combined with operational execution is also listed as a preferred competency.
Position details
The posting identifies the role as a permanent contract in Dubai, ARE.
The posting lists a closing date of 22 October 2026.
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