Customer Service Representative

NADIA Recruitment & Management Consultants; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading recruitment firm is seeking a Customer Service Representative with over 10 years of experience in logistics and customer service, preferably in the UAE. The role involves managing import/export operations and ensuring outstanding customer satisfaction. Candidates must have a Bachelor's degree in Management Studies or related field, a Diploma in Export Import Management, and proficiency in ERP systems such as SAP. Strong negotiation skills and prior certifications are also essential for success in this role.

Qualifications

• 10+ years of experience in customer service and logistics, preferably in the UAE.
• Strong knowledge of international shipping, customs documentation, and INCOTERMS.
• Certifications in Customer Service Excellence, Fire & Safety, and SAP.

Responsibilities

• Serve as the primary point of contact for clients, ensuring timely communication and resolution of issues.
• Manage import/export operations across GCC, Europe, Africa, Asia, and Oceania.
• Process customer orders and export documentation using ERP systems.
• Oversee logistics planning, freight handling, and inventory control.

Skills

Customer service orientation

Communication skills

Negotiation skills

Team leadership

Operational efficiency focus

Education

Bachelor’s degree in Management Studies or related field

Diploma in Export Import Management

Tools

SAP Business One

Oracle ERP

Microsoft Excel

Job description

Overview

We are looking for a proactive and customer-oriented Customer Service Representative (CSR) to join our client, a leading distributor in the polymer and plastics industry. The ideal candidate will have experience in trading companies, or within the chemical, plastic, polymer, or retail sectors. This role involves handling customer inquiries, processing orders efficiently, and ensuring exceptional customer satisfaction throughout the service process. Customer Service & Logistics Executive to manage end-to-end customer service operations, international logistics, and supply chain activities. The ideal candidate will bring over a decade of experience in handling import/export operations, ERP systems, and team leadership, with a strong focus on customer satisfaction and operational efficiency

Responsibilities

• Serve as the primary point of contact for clients, ensuring timely communication and resolution of issues.
• Manage import/export operations across GCC, Europe, Africa, Asia, and Oceania.
• Process customer orders and export documentation using ERP systems.
• Oversee logistics planning, freight handling, inventory control, and warehouse coordination.
• Ensure compliance with VAT, customs regulations, and international trade laws.
• Handle Letter of Credit (LC) documentation and liaise with banks for settlements.
• Negotiate shipping rates and optimize transportation networks to reduce costs.
• Supervise and train customer service teams, set KPIs, and conduct performance evaluations.
• Collaborate with procurement and production teams for order planning and delivery.
• Prepare financial and operational reports for audits and management.
• Implement digital tools and process improvements to enhance supply chain efficiency.
• Manage cross-trade shipments and ensure pre-inspection certifications.
• Maintain accurate inventory using FIFO methodology and coordinate rebate processing.

Requirements

• Bachelor’s degree in Management Studies or related field.
• Diploma in Export Import Management.
• 10+ years of experience in customer service and logistics, preferably in the UAE.
• Proficient in SAP Business One, Oracle ERP, and Microsoft Excel.
• Strong knowledge of international shipping, customs documentation, and INCOTERMS.
• Excellent communication, negotiation, and team leadership skills.
• Certifications in Customer Service Excellence, Fire & Safety, and SAP.