Senior Customer Service Executive

House of Shipping; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Sr. Executive-Customer Service to manage customer interactions in a dynamic freight forwarding environment. This role involves coordinating operations and ensuring timely delivery of shipments while adhering to regulations. The ideal candidate will have a strong background in customer service, particularly within logistics, and possess excellent problem-solving and analytical skills. Join a forward-thinking company that values customer satisfaction and teamwork, where your contributions will play a vital role in enhancing service delivery and operational efficiency.

Qualifications

• Minimum 2 years of experience in customer service, preferably in freight forwarding.
• Graduate with good computer skills and knowledge of shipping documentation.

Responsibilities

• Serve as the main point of contact for customers, addressing inquiries and concerns.
• Coordinate with departments to ensure timely shipment processing and delivery.
• Prepare documentation for shipments and monitor progress, updating customers.

Skills

Problem-solving skills

Analytical skills

Customer service

Knowledge of customs regulations

Education

Graduate degree

Tools

Shipping software

EBMS

Tally

MS Office - Excel

Transportation management systems (TMS)

Job description

House of Shipping provides business consultancy and advisory services for Shipping & Logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.

Currently, House of Shipping is recruiting for Sr. Executive-Customer Service for a leading global freight forwarding company.

Job Purpose

Responsible for managing and coordinating full commercial and operations transactions of FF business. Will be the primary point of contact for our customers and will work closely with other departments to ensure that all shipments are delivered on time and in compliance with regulations.

Main Tasks and Responsibilities

1. Serve as the main point of contact for customers, addressing all inquiries, concerns, and requests in a professional and timely manner.
2. Coordinate with other departments such as operations, logistics, and sales to ensure that all shipments are processed and delivered according to customer requirements and company policies.
3. Prepare and process documentation required for shipments, including bills of lading, customs forms, and insurance documents.
4. Monitor the progress of shipments and communicate updates to customers regularly.
5. Respond to customer complaints and work to resolve issues to their satisfaction.
6. Provide guidance and support to junior customer service representatives.

Key Interactions

External: Customers | Vendors

Internal: Operations | Commercial | Sales

Education Requirements

Graduate with good computer skills (shipping software, EBMS, Tally, related logistics/shipping/MS Office - Excel).

Language Requirements

English – Fluent (required).

Background and Experience

Minimum 2 years of experience in customer service, preferably in freight forwarding or logistics.

Competencies and Skills

Strong problem-solving and analytical skills.

Knowledge of customs regulations and shipping documentation requirements.

Proficiency in Microsoft Office and other relevant software applications.

Experience using transportation management systems (TMS) is a plus.