Customer Operations Support Manager
Role Overview
Customer Operations Support Manager role in Dubai within CEVA Logistics’ Ocean Freight business.
The posting describes a permanent contract.
Role focuses on customer communication, supervising customer service agents, and supporting logistics and key accounts.
Key Skills for This Role
Full Job Posting
Role overview
Customer Operations Support Manager role in Dubai within CEVA Logistics’ Ocean Freight business.
The posting describes a permanent contract.
Role focuses on customer communication, supervising customer service agents, and supporting logistics and key accounts.
Key responsibilities
- Communicate with customers by phone, email, and face-to-face contact while overseeing customer service agents.
- Supervise direct reports, plan and monitor workload, and communicate job 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 pricing with suppliers, carriers, and network partners.
- Provide customized client quotations, resolve service conflicts, and follow up on critical escalations to support retention.
- Train new recruits and conduct team and departmental meetings for updates, policy changes, and training.
- Conduct customer follow-ups and personalized visits; develop customer-focused procedures and policies.
- Provide cross-functional support to Projects and Operations and meet QHSE, compliance, and ethics requirements.
Education and experience
- Bachelor’s degree in Logistics or a relevant field.
- 3–4 years of logistics and warehouse management experience in freight forwarding.
- Knowledge of import/export laws, regulations, customs-clearance compliance, and UAE Customs requirements.
Special skills
- Leadership and people management, including supervising, coaching, and developing team members.
- Customer service, relationship management, communication, and stakeholder management.
- Problem-solving, conflict resolution, negotiation, and commercial acumen.
- Ability to manage multiple priorities in a fast-paced logistics environment.
- Analytical and decision-making skills, attention to detail, and project coordination.
- Presentation, training, process improvement, and change-management capabilities.
Preferred competencies
Customer-centric and results-oriented approach, with accountability and ownership.
Business partnering, cross-functional collaboration, and ability to influence others.
Strategic thinking combined with operational execution.
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