Customer Operations Support Manager
Role Overview
Communicate with customers by phone, email, or face-to-face while overseeing a team of Customer Service agents.
Support productive team operations and uphold company values and professional communication standards.
Permanent contract; the posting identifies Dubai and the Ocean Freight business.
Key Skills for This Role
Full Job Posting
Purpose of the job
Communicate with customers by phone, email, or face-to-face while overseeing a team of Customer Service agents.
Support productive team operations and uphold company values and professional communication standards.
Permanent contract; the posting identifies Dubai and the Ocean Freight business.
Key responsibilities
- Supervise direct reports, set expectations, plan and monitor workload, and train new recruits on processes and policies.
- Validate customer profiles with Pricing and Sales and ensure correct implementation of new traffic.
- Handle major-account logistics requirements and coordinate cross-functional project and operations support.
- Source and negotiate supplier, carrier, and network-partner pricing and provide customized client quotations.
- Resolve customer issues and escalations, support retention through follow-up and personalized visits, and deliver proactive service.
- Hold team meetings, develop customer-focused procedures, 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 regulations and customs-clearance compliance, particularly UAE Customs requirements.
Special skills
- Leadership and people management, customer service, relationship management, and negotiation.
- Problem solving, conflict resolution, communication, stakeholder management, and analytical decision-making.
- Project coordination, business onboarding, training, presentations, process improvement, and change management.
- Ability to manage competing priorities in a fast-paced logistics environment.
Preferred competencies
Customer-centric and results-oriented approach, accountability, ownership, and business partnering.
Ability to influence and collaborate across functions, combining strategic thinking with operational execution.
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