Customer Service Manager – Contract Logistics

About the Role

Join the Dubai team at a leading global shipping and logistics provider as a Customer Service Manager focused on contract logistics. In this position, you will lead teams to enhance service delivery, operational efficiency, and customer satisfaction across warehousing, distribution, transportation, and supply chain services for diverse industries.

Key Responsibilities

• Direct customer service teams to optimize their performance, efficiency, and service quality.
• Establish and maintain compliance with regulatory authorities and statutory bodies, ensuring shipments meet all standards while supporting smooth logistics operations.
• Improve workflow processes and implement best practices to boost administrative and team productivity.
• Respond promptly to customer requests, delivering superior service to sustain high satisfaction levels.
• Identify challenges affecting service quality and productivity, and implement solutions.
• Manage scheduling, workforce planning, and resource allocation according to client requirements.
• Build and sustain strong customer relationships through consistent reviews and effective communication of issues and feedback.
• Track client Key Performance Indicators (KPIs) and conduct monthly performance assessments.
• Participate actively in client audits and quality reviews to uphold and advance service standards.
• Lead initiatives to reduce costs in customer service operations by standardizing processes and measuring performance.
• Focus on minimizing operational expenses without compromising service quality or efficiency.

Qualifications and Experience

• Graduate with a university or college degree; certification from a shipping and logistics institute is preferred.
• Minimum of 4 years in senior shipping and logistics roles, including 1-2 years of experience within the UAE.
• Strong English communication skills; proficiency in additional South Asian languages is advantageous.
• Skilled in Microsoft Office; quick to master new software, including local Warehouse Management Systems (WMS).

Company and Benefits

Become part of a well-established global group with over 7,500 employees in 300+ offices worldwide, known since 1956 for professional shipping, logistics, and marine services. The company culture emphasizes loyalty, individuality, and a human-centric approach alongside quality, safety, and sustainability. This opportunity offers a chance to contribute meaningfully to a leading logistics operation in the region and develop a rewarding career path.