Senior Customer Service Representative - Logistics

TXM Solutions; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

TXM Solutions in Dubai is seeking a Senior Customer Service Representative to manage end-to-end order processing and deliver exceptional service across international markets. The role emphasizes accurate order handling, timely deliveries, and proactive communication with customers.

You will coordinate export documentation, ensure compliance with trade regulations, and work closely with Sales, Logistics, and Finance to optimize order flow and customer satisfaction across Africa and Europe.

Qualifications

• Bachelor's degree in a relevant field (Business Administration/International Business/Supply Chain/Logistics)
• Minimum 8 years of experience in Customer Service, Order Management, Logistics, or Export Operations
• Experience supporting international customers in export-focused environments preferred
• Strong knowledge of international trade regulations, export documentation, shipping procedures, and logistics operations across Africa and Europe
• Proficiency with ERP systems (SAP, Oracle, MS Dynamics) and MS Office

Responsibilities

• Act as primary contact for customers via email, phone, ERP, and other channels.
• Manage complete order lifecycle from receipt to delivery.
• Handle customer inquiries and resolve issues promptly.
• Coordinate export documentation and compliance for international shipments.
• Collaborate with Sales, Logistics, Finance, and Production to ensure product availability and on-time delivery.

Skills

Customer service

Communication

Cross-functional coordination

Time management

Problem solving

Education

Bachelor's Degree in Business Administration/International Business/Supply Chain Management/Logistics

Tools

ERP systems (SAP, Oracle, MS Dynamics)

Microsoft Office

Job description

Our client is seeking an experienced Senior Customer Service Representative (CSR) to manage end-to-end customer order processing while delivering exceptional customer service across international markets. The ideal candidate will have extensive experience in customer service, export operations, and international logistics, with a strong understanding of export documentation, trade regulations, and cross-functional coordination.

The successful candidate will serve as the primary point of contact for customers, ensuring seamless communication, accurate order management, timely deliveries, and high levels of customer satisfaction. Candidates with Arabic or French language skills will have a distinct advantage.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for customers, providing professional and timely support through email, phone, ERP systems, and other communication channels.
• Build and maintain strong customer relationships by delivering exceptional service and ensuring customer satisfaction.
• Respond to customer inquiries, requests, and order-related questions in a prompt and professional manner.
• Manage customer expectations through proactive communication and regular status updates.

Order Management

• Manage the complete order lifecycle from order receipt through processing, invoicing, shipment, and delivery.
• Process customer orders accurately through ERP systems while ensuring compliance with company procedures and Service Level Agreements (SLAs).
• Monitor order progress and proactively resolve any issues that may impact delivery timelines.
• Coordinate with internal departments to ensure smooth execution of customer orders.

Customer Feedback & Issue Resolution

• Handle customer complaints, claims, and service-related issues efficiently.
• Investigate and resolve customer concerns by coordinating with relevant departments or escalating when required.
• Maintain detailed records of customer interactions, complaints, and resolutions.
• Identify recurring issues and recommend process improvements to enhance customer experience.

International Trade & Export Coordination

• Manage export-related customer orders while ensuring compliance with international trade regulations and export documentation requirements.
• Prepare, verify, and coordinate export documentation required for international shipments.
• Demonstrate strong knowledge of logistics operations, particularly for Africa and Europe export markets.
• Liaise with freight forwarders, logistics providers, and internal supply chain teams to ensure timely deliveries.

Cross-Functional Coordination

• Collaborate closely with Sales, Supply Chain, Warehouse, Logistics, Finance, and Production teams to ensure product availability and successful order fulfillment.
• Coordinate shipment schedules and resolve operational challenges affecting customer deliveries.
• Support continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

Documentation & Compliance

• Ensure all customer orders are invoiced accurately and within agreed timelines.
• Maintain accurate records of customer transactions, order documentation, shipping documents, and correspondence.
• Ensure compliance with company policies, quality standards, and international trade requirements.
• Prepare periodic reports related to order status, customer service performance, and operational KPIs.

Qualifications

• Bachelor's Degree in Business Administration, International Business, Supply Chain Management, Logistics, or a related discipline.
• Minimum 8 years of experience in Customer Service, Order Management, Logistics, or Export Operations.
• Previous experience supporting international customers within export-focused environments is highly preferred.
• Strong understanding of international trade regulations, export documentation, shipping procedures, and logistics operations, particularly across Africa and Europe.
• Proficiency in ERP systems (SAP, Oracle, Microsoft Dynamics, or similar) and Microsoft Office Suite.
• Experience coordinating with cross-functional teams in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Excellent organizational and time management skills.
• Strong attention to detail with high levels of accuracy.
• Ability to multitask and manage multiple priorities effectively.
• Strong analytical and problem-solving skills.
• Ability to work efficiently under pressure and meet tight deadlines.
• Team-oriented with a strong sense of accountability and reliability.
• High level of professionalism and customer focus.