Customer Service Executive

Role overview

This position supports the daily coordination and execution of freight forwarding activities across air and sea freight, where applicable. The role focuses on moving shipments through each stage on time, keeping operational systems updated accurately, delivering strong customer support, and following all relevant operational and regulatory requirements.

Employment details

Job type: Contract

Salary: 5K to 7K

Key responsibilities

• Communicate with customers, overseas agents, carriers, and vendors in a professional and service-oriented manner.
• Handle customer enquiries, shipment requests, pricing requests, and operational questions quickly and accurately.
• Manage freight forwarding shipments end to end, from booking through final delivery, while tracking all key milestones.
• Apply a solid understanding of local customs rules, import and export procedures, and documentation requirements to guide customers correctly.
• Serve as the main operational contact for customers on shipment progress, exceptions, and service-related issues.
• Work closely with origin and destination teams, overseas agents, carriers, and service providers to keep shipments moving smoothly and resolve issues promptly.
• Coordinate with customs clearance teams so import and export shipments are processed efficiently and in line with local regulations.
• Manage outsourced operational work by coordinating with third-party logistics providers, transporters, and vendors.
• Enter shipment details, revenue recognition, cost accruals, and operational updates into internal systems with accuracy and on time.
• Monitor shipment movement proactively and share updates on status, delays, and exceptions with customers and stakeholders.
• Help investigate shipment issues such as lost, damaged, or delayed cargo, and support claims handling when required.
• Make sure billing is correct according to customer agreements and pricing terms, and assist with invoice issuance and query resolution.
• Support efforts to improve profitability across air, ocean, and road freight operations through better planning and execution.
• Develop and maintain strong relationships with carriers, suppliers, and service partners to achieve competitive rates and reliable service levels.
• Spot opportunities to improve processes, reduce costs, and strengthen operational efficiency.

Qualifications, experience, and skills

The role prefers a bachelor’s degree or diploma in Logistics, Supply Chain Management, Business Administration, International Trade, or a related discipline. Professional certification in Freight Forwarding, Customs, Logistics, or Supply Chain Management is considered an added advantage.

Applicants should have 2 to 5 years of experience in Freight Forwarding, Logistics, Supply Chain, or Transportation Operations, ideally with exposure to air freight and/or ocean freight import and export work. Experience in customs clearance, shipping documentation, international trade requirements, freight forwarding systems, TMS platforms, or ERP systems is expected. The role also calls for prior coordination with customers, overseas agents, carriers, and third-party logistics providers.

Technical knowledge should include freight forwarding processes such as booking, documentation, customs handling, and cargo movement. Familiarity with Incoterms, international shipping practices, and freight forwarding procedures is required. The candidate should be able to prepare and review Bills of Lading, Air Waybills, commercial invoices, packing lists, and customs documents, and should be comfortable using Microsoft Office tools, especially Excel, Word, and Outlook. Experience with freight management systems for shipment tracking, billing, and reporting is also important.

Core strengths for this role include a customer-first mindset, excellent written and verbal communication, strong organization and time management, attention to detail, problem-solving ability, and sound decision-making. The ideal candidate should be able to work well in a fast-paced, deadline-driven setting, stay proactive and self-motivated, collaborate effectively with others, manage stakeholders well, and handle escalations professionally. Commercial awareness and a practical understanding of cost control and operational efficiency are also valuable.

Location

Dubai, United Arab Emirates

Additional information

This role is focused on operational execution and customer support within freight forwarding, with responsibility spanning shipment coordination, customs-related support, billing accuracy, and service recovery where needed.