Customer Operations Support Manager

Role purpose

Responsibilities

• Supervise direct reports; communicate expectations, plan and monitor workload, and train new recruits on processes and policies.
• Validate customer profiles with Pricing and Sales, implement new traffic correctly, and handle logistics requirements for major accounts.
• Source and negotiate pricing with suppliers, carriers, and network partners; prepare customized client quotations.
• Resolve customer conflicts, follow up on escalations, and support customer retention through regular follow-up and personalized visits.
• Coordinate departmental and team meetings covering issues, updates, policies, training, and specific needs.
• Develop customer-focused procedures and policies; support Projects and Operations as needed and comply with QHSE, compliance, and ethics requirements.

Education and experience

• Bachelor’s degree in Logistics or a relevant field.
• 3–4 years’ experience in logistics and warehouse management in the freight-forwarding industry.
• Knowledge of import/export laws and regulations and customs-clearance compliance, specifically UAE Customs requirements.

Special skills

• Leadership, people management, coaching, and team development.
• Customer service, relationship management, problem-solving, and conflict resolution.
• Negotiation and commercial acumen; communication and stakeholder management.
• Ability to manage priorities under pressure; analytical decision-making and attention to detail.
• Project coordination, implementation, presentation, training, process improvement, and change management.

Preferred competencies

Employment

• The description states permanent contract.