Customer Service Manager Contract Logistics

GAC Group; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

GAC Group in Dubai is seeking a Customer Service Manager – Contract Logistics to lead customer service teams and drive performance across contract logistics operations.

You will maintain client relationships, monitor KPIs, and support audits while implementing cost-saving initiatives and process improvements to deliver high-quality service. Based in Dubai, you will influence efficiency and client satisfaction.

Qualifications

• Bachelor's degree in shipping and logistics or equivalent.
• Minimum 4 years in shipping/logistics in a senior role with 1–2 years UAE experience.
• Good English communication skills; additional South Asian languages are advantageous.
• Proficient in MS Office and quick to learn WMS systems.

Responsibilities

• Lead customer service teams to drive performance, efficiency and service quality.
• Maintain effective relationships with regulatory authorities to ensure compliance while supporting operations.
• Streamline workflows and implement best practices to enhance administrative efficiency and team performance.
• Ensure prompt handling of customer requests and deliver exceptional service.
• Identify and resolve issues affecting service quality and productivity.
• Manage scheduling and workforce planning to meet client expectations.
• Lead client KPIs reviews and support audits and quality reviews.

Skills

English communication

Team leadership

Stakeholder management

Education

Bachelor's degree in shipping and logistics

Shipping & logistics certification

Tools

Microsoft Office

WMS

Job description

Do you have what it takes to join our team in Dubai as our new Customer Service Manager – Contract Logistics? If so, we want to hear from you!

What would your day at GAC look like?

If Appointed, You Will

• Lead customer service teams to drive performance, efficiency and service quality.
• Maintain effective relationships with statutory bodies and external regulatory authorities to ensure full compliance with all shipment prerequisites and regulatory standards while supporting smooth customer service and logistics operations.
• Streamline workflows and implement best practices to enhance administrative efficiency and team performance.
• Ensure prompt handling of customer requests and deliver exceptional service to maintain high customer satisfaction.
• Identify and resolve issues that impact service quality, efficiency and departmental productivity.
• Manage scheduling, customer service workforce planning and resource allocation to meet client expectations.
• Maintain strong customer relationships through regular reviews, effectively managing interactions, issues and feedback.
• Monitor client KPIs and conduct monthly reviews to ensure performance targets are met.
• Actively support and participate in client audits and quality reviews to maintain high service standards and drive continuous improvement.
• Lead cost‑saving initiatives in customer service operations through process standardization and performance measurement.
• Drive reduction of operational overheads while maintaining service quality and efficiency.

What are we looking for?

• Graduate, university / college degree preferably with certification from any shipping and logistics institute.
• At least 4 years of shipping and logistics experience in a senior position with 1-2 years working experience in the UAE.
• Good English communication skills; knowledge of additional South Asian languages will be an advantage.
• Proficient in Microsoft Office applications and quick to learn new software systems including local WMS.

What’s in it for you?

This is your chance to become part of the global GAC team which has been providing professional shipping, logistics and marine services since 1956. Everything we do is guided by the GAC Spirit, built on mutual loyalty between management and staff, and a belief in the value of our people as individuals - not just for the jobs they do.

With more than 7,500 colleagues in 300 strategically located offices in more than 50 countries around the world, we focus on quality, safety and sustainability with a human touch. Emphasising a long‑term approach, innovation and ethics, our flexible and integrated portfolios are designed to work within and support our customers’ operations.

As our Customer Service Manager in Dubai, you will play a key role in one of the region's leading logistics operations. Based at GAC Dubai, you will lead customer service activities supporting contract logistics, warehousing, distribution, transportation, and supply chain solutions for customers across a wide range of industries. You will drive excellence service, operational efficiency, and customer satisfaction while contributing to the continued growth and success of our logistics business.

We look forward to hearing from you.