Customer Operations Support Manager

Role purpose

Key responsibilities

• Supervise direct reports and manage team expectations, workload, and performance.
• Validate customer profiles with Pricing and Sales and ensure 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 customer conflicts, address problems proactively, and follow through on escalations to support retention.
• Train new recruits on processes and company policies.
• Retain accounts through follow-up and personalized client visits.
• Lead departmental and customer service meetings, provide updates and training, and address team needs.
• Develop customer-focused procedures and policies and support Projects and Operations when required.
• 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 and regulations and customs-clearance compliance, specifically UAE Customs requirements.

Special skills

• Leadership and people management, customer service, and relationship management.
• Problem-solving, conflict resolution, negotiation, commercial acumen, communication, and stakeholder management.
• Ability to manage priorities and perform under pressure in a fast-paced logistics environment.
• Analytical decision-making, project coordination, implementation, presentation, and training skills.
• Process improvement and change management capabilities.

Preferred competencies

• Customer-centric, results-oriented, accountable, and collaborative approach.
• Business partnering, influencing, strategic thinking, and operational execution capabilities.

Location and business area

• The role is listed in Dubai, United Arab Emirates, within Ocean Freight.

Employment and closing date

• The description identifies the role as a permanent contract.
• Closing date: 22 October 2026.