Customer Service Executive (Freight Forwarding)
Skills
About This Role
Job Summary
We are seeking a highly organized and detail-oriented **Customer Service Executive** to manage end-to-end freight forwarding operations for our client.
This role involves owning assigned shipments from booking and documentation through execution, billing, and customer communication.
You will play a dual role, **handling operational coordination (carrier management, documentation, customs liaison, job costing) and customer service (shipment updates, issue resolution, and relationship management) across air, sea, and land freight.**
The ideal candidate thrives in a fast-paced environment, **can manage multiple shipments simultaneously**, and demonstrates strong coordination, communication, and problem-solving skills.
Key ResponsibilitiesCustomer Service
- Act as the primary point of contact for customer inquiries, quotations, and shipment updates
- Provide timely, accurate, and proactive updates on shipment status, delays, and delivery schedules
- Resolve customer issues and escalations in coordination with operations, finance, and overseas agents
- Build and maintain long-term customer relationships and represent customer needs internally
Shipment Operations
- Manage shipments end-to-end: booking, execution, documentation, delivery, and invoicing support
- Coordinate with shipping lines, airlines, NVOCCs, coloaders, transporters, and overseas agents
- Handle bookings for air, sea (FCL/LCL), and land freight; obtain spot quotes and negotiate rates where required
- Issue and manage pre-alerts, arrival notices, and Delivery Order (DO) releases
- Track shipments and containers, monitor free time, and manage demurrage and detention exposure
- Handle operational exceptions (rollovers, transshipments, ETA changes) and communicate corrective actions proactively
Documentation & Compliance
- Prepare and verify shipping documents: Commercial Invoice, Packing List, MBL/HBL, AWB, Certificate of Origin, and DG declarations (as applicable)
- Submit Shipping Instructions (SI) and VGM within carrier cut-offs and ensure accurate manifest filing
- Coordinate Certificate of Origin attestations (Chamber of Commerce / MOFA) and consular requirements
- Ensure compliance with UAE customs processes (Dubai Customs / Mirsal 2), Jebel Ali / DP World procedures, and Free Zone vs. mainland clearance
- Liaise with customs brokers on HS codes, duties, and clearance holds
- Maintain working knowledge of Incoterms 2020 and sanctions / denied-party screening
Pricing, Costing & Billing
- Build and validate sell rates from buy rates (freight, THC, BAF/CAF, ISPS, and local charges)
- Collect vendor cost inputs, verify carrier invoices, and support accurate and timely billing
- Maintain job file accuracy to ensure correct revenue and cost capture
Internal & External Coordination
- Collaborate with internal teams (operations, sales, warehouse, finance)
- Coordinate with vendors, overseas agents, and service providers for smooth shipment execution
- Identify and escalate operational risks early and propose solutions to protect SLAs and margins
Reporting & Systems
- Maintain accurate, real-time shipment records in ERP/CRM systems
- Share daily shipment status reports with customers and management
- Track and report operational KPIs
Key Performance Indicators (KPIs)
- On-time shipment execution rate
- Document accuracy (zero re-issues where controllable)
- Customer response time (first response within 2 business hours)
- Error-free billing and timely job closure
- Shipment volume handled and customer satisfaction
Requirements
- Bachelor’s degree in Logistics, Supply Chain, International Business, or related field
- 2–3 years of experience in freight forwarding or logistics operations (UAE experience preferred)
- Strong knowledge of air, sea (FCL/LCL), and land freight operations
- Good understanding of Incoterms 2020 and shipping documentation
- Familiarity with UAE customs processes (Mirsal 2, Jebel Ali / DP World, Free Zone clearance)
- Excellent communication and customer service skills
- Proficiency in MS Excel and ERP/CRM systems
- Languages: English (mandatory), Hindi/Urdu (preferred), Arabic or additional languages (advantage)
Key Skills & Competencies
- Customer relationship management and stakeholder communication
- Shipment coordination, tracking, and exception handling
- Strong problem-solving, multitasking, and prioritization skills
- High attention to detail in documentation and data entry
- Effective time management under tight deadlines
- Understanding of freight pricing, costing, and margins
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Familiarity with tools such as Zoho CRM and AI tools (e.g., ChatGPT/OpenAI) for productivity
Job Types: Full-time, Contract
Pay: AED4,000.00 - AED5,500.00 per month
Application Question(s)
- What is your current visa status and expiry date ?
- What is your salary expectation ?
- How soon can you join ?
Experience
- Freight forwarding customer service: 2 years (Preferred)
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