Customer Service Manager – Contract Logistics
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Key skills for this role
About the Role
GAC Group is looking for a Customer Service Manager to lead customer service teams in contract logistics, warehousing, and distribution in Dubai. The role requires driving performance, efficiency, and service quality while managing client relationships and KPIs.
Key Skills for This Role
Responsibilities
- Lead customer service teams to drive performance, efficiency, and service quality
- Maintain effective relationships with statutory bodies and regulatory authorities
- Streamline workflows and implement best practices to enhance administrative efficiency
- Ensure prompt handling of customer requests and deliver exceptional service
- Identify and resolve issues impacting service quality and productivity
- Manage scheduling, workforce planning, and resource allocation
- Maintain strong customer relationships through regular reviews
- Monitor client KPIs and conduct monthly reviews to ensure performance targets
- Support and participate in client audits and quality reviews
- Lead cost saving initiatives through process standardization and performance measurement
Requirements
- Graduate degree, preferably with certification from a shipping and logistics institute
- At least 4 years of shipping and logistics experience in a senior position
- 1 2 years working experience in the UAE
- Good English communication skills
- Proficient in Microsoft Office and quick to learn new software including WMS
Full Job Posting
Job Overview
- GAC Group is hiring a Customer Service Manager – Contract Logistics in Dubai.
- The role leads customer service activities supporting contract logistics, warehousing, distribution, transportation, and supply chain solutions.
Key Responsibilities
- Lead customer service teams to drive performance, efficiency and service quality.
- Maintain effective relationships with statutory bodies and external regulatory authorities.
- Streamline workflows and implement best practices to enhance administrative efficiency.
- Ensure prompt handling of customer requests and deliver exceptional service.
- Identify and resolve issues that impact service quality, efficiency and productivity.
- Manage scheduling, customer service workforce planning and resource allocation.
- Maintain strong customer relationships through regular reviews.
- Monitor client KPIs and conduct monthly reviews to ensure performance targets.
- Actively support and participate in client audits and quality reviews.
- Lead cost saving initiatives in customer service operations.
Qualifications
- Graduate, university/college degree preferably with certification from a shipping and logistics institute.
- At least 4 years of shipping and logistics experience in a senior position with 1 2 years in the UAE.
- Good English communication skills; knowledge of additional South Asian languages is an advantage.
- Proficient in Microsoft Office applications and quick to learn new software including local WMS.
About GAC
- GAC has been providing professional shipping, logistics and marine services since 1956.
- More than 7,500 colleagues in 300 offices in over 50 countries.
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