Customer Operations Support Manager

Role overview

Key responsibilities

• Supervise direct reports; communicate expectations, plan work, monitor workload, and train new recruits.
• Validate customer profiles with Pricing and Sales, and ensure correct implementation of new traffic.
• Handle logistics needs for major key accounts; source and negotiate supplier, carrier, and network pricing and prepare customized quotations.
• Resolve client issues and escalations, follow up to support retention, and conduct personalized client visits.
• Hold departmental and customer service meetings; develop customer-focused procedures and policies.
• Support projects and operations as required and 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 the freight-forwarding industry.
• Knowledge of import/export laws and regulations and customs-clearance compliance, particularly UAE Customs requirements.

Skills and competencies

• Leadership and people management, including supervision, coaching, and team development.
• Customer service, relationship management, communication, and stakeholder management.
• Problem-solving, conflict resolution, negotiation, and commercial acumen.
• Project coordination, implementation, training, presentation, process improvement, and change management.
• Ability to manage priorities and work under pressure in a fast-paced logistics environment.

About the employer