Customer Operations Support Manager

Role purpose

Key responsibilities

• Supervise direct reports and plan, communicate, and monitor team workload and expectations.
• Validate customer profiles with Pricing and Sales; ensure correct implementation of new traffic.
• Handle logistics requirements for major key accounts.
• Source and negotiate supplier, carrier, and network-partner pricing; prepare customized client quotations.
• Resolve conflicts, proactively address service problems, and follow up on interdepartmental escalations.
• Train new recruits on job processes and company policies; retain accounts through follow-up and personalized visits.
• Conduct departmental and customer-service meetings for updates, policy changes, training, and team needs.
• Develop customer-focused procedures and policies; support Projects and Operations as required.
• 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, customs-clearance compliance, and UAE Customs requirements.

Special skills

• Leadership and people management, including supervision, coaching, and development.
• Customer service, relationship management, problem solving, and conflict resolution.
• Negotiation and commercial acumen; communication and stakeholder management.
• Ability to manage priorities under pressure, analyze information, and make decisions with attention to detail.
• Project coordination, training, presentations, process improvement, and change management.

Preferred competencies

• Customer-centric and results-oriented approach, business partnering, accountability, and ownership.
• Ability to influence and collaborate across functions; strategic thinking with operational execution.

About CEVA Logistics