Customer Service Assistant cum Accounts Assistant

Eco Wide Line & Shipping LLC; Dubai; On-site; AED 67,000 - 134,000; Full time

Job summary

Eco Wide Line & Shipping LLC in Dubai is seeking an organized Customer Service Coordinator to handle daily inquiries, bookings and cargo status updates. You will coordinate with operations, documentation and commercial teams to ensure smooth movement of shipments.

Responsibilities include preparing shipping documents, monitoring vessel space, resolving delays, maintaining records, and providing regular reports to the Customer Service Supervisor.

Qualifications

• Knowledge of container shipping operations and documentation processes.
• Understanding of INCOTERMS, port procedures, and customs regulations.
• Ability to use CRM systems, booking platforms, and Port Community Systems.
• Proficiency in MS Office (Excel, Word, Outlook)

Responsibilities

• Handle daily customer inquiries via email and phone ensuring timely and accurate responses.
• Coordinate with operations, documentation, and commercial teams to ensure smooth cargo movement.
• Manage shipment bookings, monitor vessel space and update customers on cargo status.
• Prepare and review shipping documentation (BL, arrival notices, delivery orders).
• Assist in resolving shipment delays, equipment issues and operational discrepancies.
• Maintain strong relationships with customers, freight forwarders and internal stakeholders.
• Provide periodic reports to the Customer Service Supervisor/Manager.

Skills

Container shipping operations

Incoterms & port procedures

CRM systems & booking platforms

MS Office (Excel/Word/Outlook)

Job description

Handle daily customer inquiries via email and phone ensuring timely and accurate responses Provide freight rates booking confirmations sailing schedules and service updates to customers Coordinate with operations documentation and commercial teams to ensure smooth cargo movement Manage shipment bookings monitor vessel space and update customers on cargo status Prepare and review shipping documentation BL instructions arrival notices delivery orders etc Assist in resolving shipment delays equipment issues and operational discrepancies Maintain strong relationships with customers freight forwarders and internal stakeholders Support the release of import export documentation in line with company and port regulations Track and update customer complaints issues ensuring proper follow-through until resolution Maintain accurate records in the system and ensure data quality for all transactions Provide periodic reports and updates to the Customer Service Supervisor Manager Maintaining updating cash Bank Transactions in Excel file Preparing posting all vouchers Handling closing of all Trading jobs Handling the documentation with shipping lines vendors Filing of all contracts in the system Ensuring all contracts customer quotation samples are filed Proper upkeep filing of all documents Assisting the shipping division accounts team :

1. Assist in preparing reports such as daily vessel updates, customer KPIs, booking forecasts, and container movement summaries.
2. Support sales and commercial staff by sharing market feedback and customer insights.
3. Maintain updated SOPs, customer profiles, and service guidelines.
4. Participate in customer visits or meetings when required.
5. Assist with service recovery actions for disrupted shipments (e.g., port congestion, vessel schedule changes).
6. Coordinate with logistics partners such as truckers, feeders, and depots as needed.
7. Support digitalization initiatives, such as promoting online booking platforms or e-services.
8. Perform any other duties assigned by management to ensure smooth service delivery.

Skills & Competencies

• Knowledge of container shipping operations and documentation processes.
• Understanding of INCOTERMS, port procedures, and customs regulations.
• Ability to use CRM systems, booking platforms, and Port Community Systems.
• Proficiency in MS Office (Excel, Word, Outlook)

Soft Skills / Behavioural Competencies

• Strong verbal and written communication skills.
• Customer-oriented mindset with a professional and positive attitude.
• Team player with strong interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Analytical thinking and problem-solving ability.
• High attention to detail and accuracy.
• Adaptability and willingness to learn.
• Time management and prioritization skills.