Customer Operations Support Manager

Purpose of the role

Key responsibilities

• Supervise direct reports and coordinate customer profiles with Pricing and Sales.
• Ensure correct implementation of new traffic and handle logistics requirements for major key accounts.
• Source and negotiate supplier, carrier, and network pricing; provide customized client quotations.
• Resolve conflicts, address problems proactively, and follow up on critical escalations to support client service and retention.
• Communicate job expectations and manage team planning and workload.
• Train new recruits on job processes and company policies.
• Retain accounts through follow-up and personalized client visits.
• Hold departmental and customer-service team meetings for updates, policy changes, training, and specific needs.
• Develop customer-focused procedures and policies; support Projects and Operations as needed.
• 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 the freight-forwarding industry.
• Knowledge of import/export laws and regulations and customs-clearance compliance, particularly UAE Customs requirements.

Special skills

• Leadership and people management, including supervision, coaching, and team development.
• Customer service, relationship management, problem-solving, and conflict resolution.
• Negotiation and commercial acumen with suppliers, carriers, and service providers.
• Communication and stakeholder management across internal teams and customers.
• Ability to manage competing priorities under pressure; analytical decision-making and attention to detail.
• Project coordination, onboarding implementation, presentation, training, process improvement, and change management.

Preferred competencies