Senior Customer Service Manager – Logistics & Shipping

About the role

The company is seeking a Senior Customer Service Manager to lead its logistics and shipping client services in Dubai. You will act as the primary point of contact for key customers, drive revenue‑generating initiatives, and ensure seamless end‑to‑end shipment execution.

Key responsibilities

• Develop and implement customer service strategies to increase revenue and convert leads.
• Identify market opportunities, new segments and build sales channels and partnerships.
• Lead a team, set KPIs, monitor performance, and provide coaching and mentorship.
• Oversee booking, shipment, and delivery processes, coordinating with internal teams to resolve issues.
• Handle customer complaints, investigate root causes and implement preventive actions.
• Maintain accurate shipment documentation and stay current with shipping regulations.
• Track customer interactions, prepare performance reports and KPI dashboards.

Required profile

• 7‑10 years of experience in shipping, logistics, freight forwarding or a shipping agency.
• Hands‑on experience in carrier operations and customer coordination.
• Strong knowledge of commercial logistics operations.
• Excellent communication and stakeholder management abilities.

Required skills

• Proficiency in Microsoft Excel for reporting and data analysis.