CL Customer Service Operations Associate

Hellmann; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Team spirit

Multicultural environment

Growth opportunities

Job summary

Hellmann in Dubai is seeking a Customer Service Executive to handle accounts, ensure operational delivery per QMS, and drive customer satisfaction across logistics services.

Ideal candidates have 1–3 years of customer service experience in logistics, familiarity with pharma clients a plus, based in the UAE, and fluent in English. The role offers a dynamic, inclusive environment with growth opportunities.

Qualifications

• Prior experience as a customer service within the logistics industry (1-3 years).
• Experience handling pharma clients is an added advantage.
• Should be based in UAE.
• Fluent in English.

Responsibilities

• Handle Accounts assigned by the Customer Service Manager/Team Leader.
• Manage accounts operationally per Customer Service QMS procedures and be commercially responsible for development and retention of the account.
• Participate in MBR/QBRs with the Management team.
• Follow up on action topics from customer meetings.
• Support the project team in executing projects for existing customers.
• Regular calls and meetings with customers to identify new business prospects.
• Develop strong customer relationships based on trust and mutual respect; ensure proactive communication.

Skills

Customer service

Logistics industry

English fluency

Job description

About Us

Ready to rock the future with us At Hellmann we put our people at the heart of everything we do because for us relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring Entrepreneurial Forward-Thinking and Reliable. These values resonate with yours Then become part of our FAMILY that consists of around 10.000 employees in more than 200 locations worldwide.
For the better. Together.

Customer Service Executive must provide and deliver professional helpful high-quality service (and assistance) before; during and after the customers requirements are met.

About the Job

• Responsible for handling Accounts as assigned by the Customer Service Manager/Team Leader.
• Responsible to manage the accounts Operationally as per the Customer Service QMS procedures depending on the shipment mode and be commercially responsible for the development and retention of the account.
• Active participation in the MBR/QBRs along with the Management team.
• Following up on the action topics discussed during the customer meetings.
• Support the project team in executing projects for the existing customers.
• Frequent calls and meetings with customers to understand and tap new business prospects.
• Develop strong relationships with customers based on trust honesty and mutual respect and ensure customer communication is pro-active and of the highest standard possible.
• Responsible for ensuring that all customer requirements are followed with high diligence and KPIs if any are always met with close co-ordination within all stakeholders.
• Responsible to ensure that accurate KPI reports are shared with the customer within agreed timelines and the deviations are closely evaluated and discussed with the respective stakeholders to ensure monthly improvements.
• Ensures all Customer data Reports as deemed necessary for the operations are duly filed and updated/valid at any given time.
• Responsible to ensure that any day-to-day operational issues are resolved as top priority within max 01 business day of the issue being raised and escalated for resolution in a timely manner. Provide innovative workable solutions to a wide range of internal and customer problems.
• Ensure accurate estimate of the freight jobs in Hellogic and warehouse billing for customers.
• Responsible for the billing of monthly jobs
• Handle Claims filed by the customer as per the internal process and follow up until closure.
• Have regular minute meetings with customers and ensure close follow-up is done on the action points.
• Responsible for contributing towards the departmental goals and achieving individual KPIs.
• Operate in line with QTA/Operations manual (where applicable).
• Responsible for managing the Admin Executives by ensuring the tasks delegated is executed accurately and in a timely manner.
• Represent the company in the most professional manner possible in accordance with local legislation and all company policies / procedures.
• Drive and push the CIP development.
• Act as a backup in any team members absence.
• Handle any other tasks as assigned by the manager

About You

• Prior experience as a customer service within the logistics industry (1-3 years)
• Experience handling pharma clients is an added advantage
• Should be based in UAE
• Fluent in English

About our Benefits

• A strong Team Spirit and a lot of fun together
• A safe multi-cultural and inclusive environment
• Individual opportunities for growth and development

Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender age any disabilities religion ethnic origin or sexual identity: We are looking forward to meeting you!

Required Experience:

IC