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 company values while supporting a productive and motivating team environment.
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 company values while supporting a productive and motivating team environment.
About CEVA Logistics
CEVA Logistics provides supply-chain solutions across contract logistics and air, ocean, ground, and finished vehicle transport in countries around the world.
Key responsibilities
- Supervise direct reports, set expectations, plan work, and monitor workload; validate customer profiles with Pricing and Sales.
- Implement new traffic, manage logistics for major key accounts, source and negotiate supplier, carrier, and network pricing, and prepare customized quotations.
- Resolve customer conflicts proactively, follow up on escalations, and support retention through account follow-up and personalized client visits.
- Train new recruits and lead departmental and customer service meetings covering issues, updates, policies, training, and team needs.
- Develop customer-focused policies and procedures, support Projects and Operations, 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 freight forwarding.
- Knowledge of import/export laws and regulations and customs-clearance compliance, specifically UAE Customs requirements.
Special skills
- Requires leadership and people management, customer service, relationship management, problem-solving, conflict resolution, negotiation, and commercial acumen.
- Requires effective communication, stakeholder management, prioritization, analytical decision-making, project coordination, training, presentation, process improvement, and change management capabilities.
Preferred competencies
Preferred competencies include a customer-centric and results-oriented approach, business partnering, accountability, collaboration, strategic thinking, and operational execution.
Posting details
- Permanent contract; closing date stated as 22 October 2026.
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