Customer Operations Support Manager

Closing Date: 22 October 2026

Purpose of the Job

• Primarily involves communicating with customers either via phone, email or face-to-face plus overseeing a team of Customer Service agents.
• Ensure understanding on the company’s values and must act in a professional manner, using language that aligns with that of the company.
• Involves responsibility for providing a productive and motivating working

Key Responsibilities

• Responsible for the supervision of direct reports within the team
• Validate Customer Profile in coordination with the Pricing and Sales team respectively
• Secure correct implementation of new traffics
• Handle logistic requirements of major key accounts
• Sourcing and negotiating pricing with suppliers, carriers and network partners and provide customized quotations to clients
• Resolve conflicts and provide pro-active solutions to problems to ensure excellent service to clients
• Follow through on all critical inter-departmental escalations to increase customer retention
• Communicating job expectations, planning, and monitoring workload among the team
• Training all new recruits joining the team on the job processes and company policies
• Successful account retention through extensive follow up and personalized visits to clients
• Conducts regularly scheduled departmental meetings and customer service team meetings as necessary to discuss issues, present informational updates, introduce new policies, conduct training, and address specific needs
• Develop and implement effective procedures and policies those are customer focused
• Provide cross functional support to Projects and operations team as and when required
• Comply and meet with all QHSE, compliance and Ethics requirements

Education & Qualifications

• Bachelor’s degree in Logistics or relevant field

Experience & Knowledge

• 3 - 4 years’ experience working in Logistics & Warehouse management in the freight-forwarding industry.
• Knowledge of import/export laws and regulations and custom clearance compliance (specifically, UAE Customs requirements

Special Skills

• Strong leadership and people management skills with the ability to supervise, coach, and develop team members.
• Excellent customer service and relationship management skills.
• Advanced problem-solving and conflict resolution abilities.
• Strong negotiation and commercial acumen when dealing with suppliers, carriers, and service providers.
• Effective communication and stakeholder management skills across Sales, Pricing, Operations, and external customers.
• Ability to manage multiple priorities and perform under pressure in a fast-paced logistics environment.
• Strong analytical and decision-making skills with attention to detail.
• Project coordination and implementation skills for new business and traffic onboarding.
• Presentation and training skills to facilitate team development and customer engagements.
• Process improvement and change management capabilities.

Preferred Competencies

• Customer-centric mindset.
• Results-oriented approach.
• Strong business partnering skills.
• High level of accountability and ownership.
• Ability to influence and collaborate across functions.
• Strategic thinking with operational execution capabilities.