Customer Service Manager – Contract Logistics
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Key skills for this role
About the Role
GAC seeks a Customer Service Manager to lead customer service teams in Dubai, driving performance and service quality for contract logistics operations. The role requires a graduate degree, 4+ years of shipping/logistics experience, and strong English communication skills.
Key Skills for This Role
Responsibilities
- Lead customer service teams to drive performance, efficiency and service quality
- Maintain effective relationships with statutory bodies and external regulatory authorities to ensure compliance
- Streamline workflows and implement best practices to enhance administrative efficiency and team performance
- Ensure prompt handling of customer requests and deliver exceptional service
- Identify and resolve issues that impact service quality, efficiency and departmental 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 are met
- Actively support and participate in client audits and quality reviews
- Lead cost saving initiatives in customer service operations through process standardization and performance measurement
- Drive reduction of operational overheads while maintaining service quality and efficiency
Requirements
- Graduate, university/college degree preferably with certification from any 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 applications and quick to learn new software systems including local WMS
Full Job Posting
Overview
- GAC seeks a Customer Service Manager – Contract Logistics for their Dubai team.
What would your day at GAC look like?
- Lead customer service teams to drive performance, efficiency and service quality.
- Maintain effective relationships with statutory bodies and external regulatory authorities to ensure full compliance with all shipment prerequisites and regulatory standards while supporting smooth customer service and logistics operations.
- Streamline workflows and implement best practices to enhance administrative efficiency and team performance.
- Ensure prompt handling of customer requests and deliver exceptional service to maintain high customer satisfaction.
- Identify and resolve issues that impact service quality, efficiency and departmental productivity.
- Manage scheduling, customer service workforce planning and resource allocation to meet client expectations.
- Maintain strong customer relationships through regular reviews, effectively managing interactions, issues and feedback.
- Monitor client KPIs and conduct monthly reviews to ensure performance targets are met.
- Actively support and participate in client audits and quality reviews to maintain high service standards and drive continuous improvement.
- Lead cost saving initiatives in customer service operations through process standardization and performance measurement.
- Drive reduction of operational overheads while maintaining service quality and efficiency.
What are we looking for?
- Graduate, university / college degree preferably with certification from any shipping and logistics institute.
- At least 4 years of shipping and logistics experience in a senior position with 1 2 years working experience in the UAE.
- Good English communication skills; knowledge of additional South Asian languages will be an advantage.
- Proficient in Microsoft Office applications and quick to learn new software systems including local WMS.
What’s in it for you?
- Opportunity to become part of the global GAC team with more than 7,500 colleagues in 300 offices in over 50 countries.
- Focus on quality, safety and sustainability with a human touch.
- Play a key role in one of the region's leading logistics operations.
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