Customer Service Representative - Shipping & Logistics

About the role

X-Press Feeders is hiring a Customer Service Representative (CSR) in Dubai to provide professional, proactive customer support for shipping and logistics activities across the West Asia region. The CSR is the main point of contact for customers, handling bookings, documentation, shipment tracking and issue resolution, and works closely with Operations, Planning, Commercial and Agency teams. The role reports to the Customer Service Team Lead.

Key responsibilities

• Act as the primary contact for assigned customers, build strong relationships with freight forwarders, NVOCCs and business partners, and resolve issues within agreed service levels.
• Receive, verify and process bookings according to company policies and vessel schedules, and coordinate confirmations, amendments and cancellations.
• Monitor booking utilization and cargo roll-over, and advise customers on service, equipment and sailing schedules.
• Review shipping instructions and bills of lading, ensure accurate shipment documentation and customer data, and coordinate documentation corrections.
• Track cargo movements, liaise with Operations, Planning, Port Agencies and Commercial teams on disruptions and schedule changes, and proactively inform customers of delays or vessel changes.
• Handle complaints and coordinate with Operations and Claims teams on cargo and service disputes, escalating critical matters when needed.
• Support the Commercial team in customer retention, prepare customer reports and service reviews, and help with contract implementation and onboarding.
• Maintain customer service KPIs, prepare reports on bookings and service performance, and monitor service quality trends.
• Ensure compliance with policies and regulations, protect customer and commercial information, and follow internal controls.

Required profile

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

Required skills

• Knowledge of container shipping processes and documentation, including bills of lading, manifests, shipping instructions and booking procedures.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Advantageous: experience with shipping and ERP systems.