Customer Service Representative

X-Press Feeders; Dubai; On-site; AED 80,000 - 120,000; Full time

Job summary

X-Press Feeders in Dubai, UAE, is seeking a Customer Service Representative to manage shipping and logistics for the West Asia region. You will be the main contact for customers, coordinate bookings, handle documentation, and monitor shipments with cross-functional teams.

The role emphasizes timely responses, professional issue resolution, and ongoing performance improvement to support business growth. Candidates should have 2–5 years in shipping logistics and strong MS Office skills.

Qualifications

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Maritime Studies, or related field.
• 2-5 years of customer service experience in shipping/logistics/freight forwarding/maritime.
• Experience with container shipping operations and documentation preferred.
• Experience handling customer accounts in regional or international environment is an advantage.

Responsibilities

• Serve as the primary contact point for assigned customers and stakeholders.
• Build and maintain strong relationships with customers, forwarders, NVOCCs, and partners.
• Respond promptly to inquiries, requests, and complaints.
• Ensure issues are resolved professionally within service levels.
• Maintain records in company systems and monitor bookings and schedules.
• Track cargo movements and provide shipment status updates.
• Coordinate documentation and amendments for shipping instructions and bills of lading.
• Support commercial team in customer retention and reporting.
• Monitor KPIs and contribute to service improvements.

Skills

Customer service

Logistics coordination

Documentation

Microsoft Office

Education

Bachelor's degree in Business/Logistics

Tools

ERP systems

Shipping software

Job description

Summary: The Customer Service Representative (CSR) is responsible for providing professional and proactive customer support for all shipping and logistics-related activities across the West Asia region. The role serves as the primary point of contact for customers, ensuring timely handling of bookings, documentation, shipment tracking, issue resolution, and coordination with internal operational, commercial, and finance teams.

The CSR plays a critical role in delivering a high level of customer satisfaction, maintaining service excellence, and supporting the company's business growth objectives through effective customer relationship management. This position supports the broader operational objectives of the West Asia Hub, including close coordination with Operations, Planning, Commercial, and Agency teams.

Reports to: Customer Service Team Lead

Location: Dubai, UAE

Role and Responsibilities:

Customer Relationship Management

• Serve as the primary contact point for assigned customers and stakeholders.
• Build and maintain strong working relationships with customers, freight forwarders, NVOCCs, and business partners.
• Respond promptly to customer inquiries, requests, and complaints.
• Ensure customer issues are resolved professionally and within agreed service levels.
• Maintain excellent service standards and customer satisfaction levels.

Booking Management

• Receive, verify, and process customer bookings in accordance with company policies and vessel schedules.
• Coordinate booking acceptance, confirmation, amendments, and cancellations.
• Monitor booking utilization and cargo roll-over situations.
• Advise customers on service availability, equipment availability, and sailing schedules.

Documentation & System Administration

• Review and process shipping instructions and bill of lading requirements.
• Ensure accuracy of shipment documentation and customer data.
• Coordinate documentation corrections and amendment requests.
• Maintain accurate records within company operating systems.

Shipment Monitoring & Operational Coordination

• Track cargo movements and provide shipment status updates.
• Liaise closely with Operations, Planning, Port Agencies, and Commercial teams regarding service disruptions, schedule changes, and cargo-related matters.
• Communicate delays, vessel changes, or operational exceptions proactively to customers.
• Support customers with vessel schedules, port cut-offs, and cargo acceptance requirements.

Exception & Claims Handling

• Manage customer complaints and service-related issues.
• Coordinate with Operations and Claims teams to investigate cargo, container, and service-related disputes.
• Ensure timely updates are provided until resolution and closure.
• Escalate critical customer matters when required.

Commercial Support

• Support the Commercial team in customer retention and service enhancement initiatives.
• Assist in preparing customer reports and service performance reviews.
• Identify opportunities for business growth, additional cargo opportunities, and process improvements.
• Support contract implementation and customer onboarding activities.

Performance Monitoring & Reporting

• Maintain customer service KPIs and response timelines.
• Prepare reports relating to bookings, customer issues, and service performance.
• Monitor service quality trends and recommend improvements.
• Participate in continuous improvement initiatives to enhance customer experience.

Compliance & Quality Assurance

• Ensure compliance with company policies, operational procedures, and regulatory requirements.
• Maintain confidentiality of customer and commercial information.
• Adhere to internal controls and documentation standards.

Requirements:

• Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, Maritime Studies, or a related field.
• 2-5 years of experience in customer service within the shipping, logistics, freight forwarding, NVOCC, or maritime industry.
• Experience with container shipping operations and documentation is preferred.
• Experience handling customer accounts in a regional or international environment is an advantage.
• Knowledge of container shipping processes and documentation.
• Understanding of Bills of Lading, manifests, shipping instructions, and booking procedures.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Experience with shipping and ERP systems is advantageous.

We regret that only shortlisted candidates will be contacted.

Attention to recruitment agencies:

X-Press Feeders operates with a preferred supplier list (PSL) for recruitment purposes. As such, we will not be considering or accepting unsolicited applications from non-PSL agencies for the role currently available. We kindly request that you refrain from submitting applications on behalf of your clients. Thank you for your understanding and cooperation.