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 major key-account logistics requirements and prepare customized client quotations.
• Source and negotiate pricing with suppliers, carriers, and network partners.
• Resolve service conflicts, handle escalations, and support customer retention through follow-up and personalized visits.
• Train new recruits on processes and policies; hold team and departmental meetings for updates and development.
• 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

• 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, customs-clearance compliance, and UAE customs requirements.

Special skills

• Leadership and people management, including supervision, coaching, and team development.
• Customer service, relationship management, negotiation, and commercial acumen.
• Problem-solving, conflict resolution, communication, stakeholder management, and analytical decision-making.
• Ability to manage priorities under pressure, with attention to detail.
• Project coordination, implementation, presentation, training, process improvement, and change management.

Preferred competencies

Location and work context

• The posting lists Dubai, United Arab Emirates; the role includes customer communication and personalized client visits.