Assistant Manager – Customer Service & Operation is responsible for managing and overseeing the day-to-day back-office operations supporting the company's freight forwarding activities in Dubai. The role ensures smooth coordination with overseas customers, shipping lines, airlines, transport providers, customs brokers, and internal teams while maintaining high service standards, operational efficiency, and compliance with company policies.
Key Responsibilities
Operations Management
- Lead and supervise the freight forwarding back-office operations team.
- Manage Air Freight, Sea Freight (Import & Export), and Cross Trade shipments.
- Ensure timely processing of shipment documentation and operational milestones.
- Coordinate with the Dubai office for daily operational requirements.
- Monitor shipment progress and proactively resolve operational issues.
- Ensure all shipments are handled within agreed service levels.
Customer Service
- Maintain excellent communication with overseas customers and agents.
- Handle customer inquiries, shipment updates, and issue resolution.
- Ensure high levels of customer satisfaction and service quality.
- Prepare operational reports and shipment status updates.
Documentation & Compliance
- Review and verify shipping documents including:
- Bill of Lading (BL)
- Air Waybill (AWB)
- Commercial Invoice
- Packing List
- Delivery Orders
- Certificates of Origin
- Ensure documentation complies with UAE customs and international shipping regulations.
- Maintain accurate operational records and filing systems.
Team Leadership
- Supervise, train, and mentor operations executives.
- Allocate workloads and monitor team performance.
- Conduct regular performance reviews.
- Promote a culture of accountability, teamwork, and co