Customer Service Executive (Freight Forwarding)

Job Summary

Key Responsibilitiescustomer Service

• Act as the primary point of contact for customer inquiries, quotations, and shipment updates
• Provide timely, accurate, and proactive updates on shipment status, delays, and delivery schedules
• Resolve customer issues and escalations in coordination with operations, finance, and overseas agents
• Build and maintain long-term customer relationships and represent customer needs internally

Shipment Operations

• Manage shipments end-to-end: booking, execution, documentation, delivery, and invoicing support
• Coordinate with shipping lines, airlines, NVOCCs, coloaders, transporters, and overseas agents
• Handle bookings for air, sea (FCL/LCL), and land freight; obtain spot quotes and negotiate rates where required
• Issue and manage pre-alerts, arrival notices, and Delivery Order (DO) releases
• Track shipments and containers, monitor free time, and manage demurrage and detention exposure
• Handle operational exceptions (rollovers, transshipments, ETA changes) and communicate corrective actions proactively

Documentation & Compliance

• Prepare and verify shipping documents: Commercial Invoice, Packing List, MBL/HBL, AWB, Certificate of Origin, and DG declarations (as applicable)
• Submit Shipping Instructions (SI) and VGM within carrier cut-offs and ensure accurate manifest filing
• Coordinate Certificate of Origin attestations (Chamber of Commerce / MOFA) and consular requirements
• Ensure compliance with UAE customs processes (Dubai Customs / Mirsal 2), Jebel Ali / DP World procedures, and Free Zone vs. mainland clearance
• Liaise with customs brokers on HS codes, duties, and clearance holds
• Maintain working knowledge of Incoterms 2020 and sanctions / denied-party screening

Pricing, Costing & Billing

• Build and validate sell rates from buy rates (freight, THC, BAF/CAF, ISPS, and local charges)
• Collect vendor cost inputs, verify carrier invoices, and support accurate and timely billing
• Maintain job file accuracy to ensure correct revenue and cost capture

Internal & External Coordination

• Collaborate with internal teams (operations, sales, warehouse, finance)
• Coordinate with vendors, overseas agents, and service providers for smooth shipment execution
• Identify and escalate operational risks early and propose solutions to protect SLAs and margins

Reporting & Systems

• Maintain accurate, real-time shipment records in ERP/CRM systems
• Share daily shipment status reports with customers and management
• Track and report operational KPIs

Key Performance Indicators (Kpis)

• On-time shipment execution rate
• Document accuracy (zero re-issues where controllable)
• Customer response time (first response within 2 business hours)
• Error-free billing and timely job closure
• Shipment volume handled and customer satisfaction

Requirements

• Bachelor’s degree in Logistics, Supply Chain, International Business, or related field
• 2–3 years of experience in freight forwarding or logistics operations (UAE experience preferred)
• Strong knowledge of air, sea (FCL/LCL), and land freight operations
• Good understanding of Incoterms 2020 and shipping documentation
• Familiarity with UAE customs processes (Mirsal 2, Jebel Ali / DP World, Free Zone clearance)
• Excellent communication and customer service skills
• Proficiency in MS Excel and ERP/CRM systems
• Languages: English (mandatory), Hindi/Urdu (preferred), Arabic or additional languages (advantage)

Key Skills & Competencies

• Customer relationship management and stakeholder communication
• Shipment coordination, tracking, and exception handling
• Strong problem-solving, multitasking, and prioritization skills
• High attention to detail in documentation and data entry
• Effective time management under tight deadlines
• Understanding of freight pricing, costing, and margins
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Familiarity with tools such as Zoho CRM and AI tools (e.g., ChatGPT/OpenAI) for productivity

Job Types: Full-time, Contract

Application Question(S)

• What is your current visa status and expiry date ?
• What is your salary expectation ?
• How soon can you join ?

Experience

• Freight forwarding customer service: 2 years (Preferred)