Customer Operations Support Manager
Role Overview
Communicate with customers by phone, email, or face-to-face and oversee a team of Customer Service agents.
Promote professional conduct and communication aligned with company values.
Key Skills for This Role
Full Job Posting
Role purpose
Communicate with customers by phone, email, or face-to-face and oversee a team of Customer Service agents.
Promote professional conduct and communication aligned with company values.
Key responsibilities
- Supervise direct reports; set expectations, plan work, and monitor team workload.
- Validate customer profiles with Pricing and Sales and secure correct implementation of new traffic.
- Handle major key-account logistics requirements and coordinate cross-functional support for Projects and Operations.
- Source and negotiate supplier, carrier, and network-partner pricing; prepare customized client quotations.
- Resolve conflicts, address problems proactively, and follow interdepartmental escalations to support service and retention.
- Train new recruits on processes and company policies; conduct regular departmental and customer-service meetings.
- Retain accounts through follow-up and personalized client visits.
- Develop customer-focused procedures and policies 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, and customs-clearance compliance, specifically UAE customs requirements.
Special skills
- Leadership and people management, customer service, and relationship management.
- Problem-solving, conflict resolution, negotiation, and commercial acumen.
- Communication and stakeholder management across Sales, Pricing, Operations, and external customers.
- Ability to manage multiple priorities under pressure; analytical and decision-making skills with attention to detail.
- Project coordination, presentation, training, process improvement, and change management capabilities.
Preferred competencies
Customer-centric, results-oriented, accountable, and collaborative approach.
Business partnering, influencing, and strategic thinking combined with operational execution.
Contract
- The description identifies a permanent contract.
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