Job Location: Jebel Ali Free Zone, Dubai.
Summary:
This role plays a critical role in ensuring seamless customer experiences while supporting the day-to-day operational functions of the business. This role involves handling customer inquiries, resolving service issues, and maintaining high levels of client satisfaction, alongside coordinating with internal departments to optimize workflow and service delivery. The specialist is responsible for monitoring order fulfillment, logistics support, service performance tracking, and ensuring compliance with operational standards and company policies. Strong communication, problem-solving skills, and attention to detail are essential to drive customer loyalty and operational efficiency.
Duties and Responsibilities:
- Receive and attend to customer queries and calls on products and services promptly and provide the desired information in a courteous manner. Adhere to service standards on response time for all queries raised, and that the appropriate escalation process is followed for timely and accurate receipt of information.
- Effectively monitor and track the progress of the shipment right from the time the shipment is picked at the origin to the time it is delivered to the customer at destination and update the customer on the same at all times through timely and accurate pre-alerts. Maintain an accurate order status record for review and effective tracking.
- Ensures timely execution of all shipments and related documentation.
- Provides timely updates to customers/customer services on estimate arrival and dispatch timings, updating as and when required.
- Completes shipments files to include final invoicing within appropriate timelines.
- Administers accurately the handling of all shipment files, system backup, and communications.
- Coordinate with Overseas Agents on routing orders and communicate shipment particulars and service levels.
- Check and confirm all import and export documentation and coordinate with overseas agents and customers.
- Liaise with the airline and shipping lines on the ETA of shipments and with origin stations, operations, sales, etc., for pending documents, credit notes, and other delays for the timely resolution of alterations and discrepancies (delays, offloading, short/over shipments, etc.).
- Receive accurate SLIs from customers on all Export & Import orders and assist the customer with information on documents required for processing the same. Ensure that rates are approved, and the documents are handed over to operations for processing.
- Effectively monitor all pending clearances and delivery order collections, send timely reminders to the customer, and record and file all documents systematically to enable quick retrieval when required.
- Complete bookings with carriers and submission of shipping instructions with great accuracy.
- Liaise with stakeholders including; Operations, Customers, Group Business Services,
- Shipping Lines/Agents, Government Entities, and Customs in the execution of the Division’s Business Development.
- Operate in line with Standard Operating Procedures (SOP) of the Division and request development as and when required by customers.
- Work in compliance with all Government and Ministry statutory laws, initiatives, and policies.
- Adhere to safe operation and compliance of the Division/Group Policies.
- Performs other duties as required.
Qualification:
Educational Background
Diploma or equivalent
Technical Qualification / Certification
Knowledge and understanding of systems such as Cargowise, SAP & Customer data systems.
Related Work Experience
- Minimum of 4 Years in Freight Operations & Customer Services / Logistics Industry (preferably within the Middle East Region - UAE).
- U.A.E driving license is an advantage.
