Summary: The Customer Service Representative (CSR) is responsible for providing professional and proactive customer support for all shipping and logistics-related activities across the West Asia region. The role serves as the primary point of contact for customers, ensuring timely handling of bookings, documentation, shipment tracking, issue resolution, and coordination with internal operational, commercial, and finance teams.The CSR plays a critical role in delivering a high level of customer satisfaction, maintaining service excellence, and supporting the company's business growth objectives through effective customer relationship management. This position supports the broader operational objectives of the West Asia Hub, including close coordination with Operations, Planning, Commercial, and Agency teams.Reports to: Customer Service Team Lead
Location: Dubai, UAERole and Responsibilities:Customer Relationship ManagementServe as the primary contact point for assigned customers and stakeholders.Build and maintain strong working relationships with customers, freight forwarders, NVOCCs, and business partners.Respond promptly to customer inquiries, requests, and complaints.Ensure customer issues are resolved professionally and within agreed service levels.Maintain excellent service standards and customer satisfaction levels.Booking ManagementReceive, verify, and process customer bookings in accordance with company policies and vessel schedules.Coordinate booking acceptance, confirmation, amendments, and cancellations.Monitor booking utilization and cargo roll-over situations.Advise customers on service availability, equipment availability, and sailing schedules.Documentation & System AdministrationReview and process shipping instructions and bill of lading requirements.Ensure accuracy of shipment documentation and customer data.Coordinate documentation corrections and amendment requests.Maintain accurate records within company operating systems.Shipment Monitoring & Operational CoordinationTrack cargo movements and provide shipment status updates.Liaise closely with Operations, Planning, Port Agencies, and Commercial teams regarding service disruptions, schedule changes, and cargo-related matters.Communicate delays, vessel changes, or operational exceptions proactively to customers.Support customers with vessel schedules, port cut-offs, and cargo acceptance requirements.Exception & Claims HandlingManage customer complaints and service-related issues.Coordinate with Operations and Claims teams to investigate cargo, container, and service-related disputes.Ensure timely updates are provided until resolution and closure.Escalate critical customer matters when required.Commercial SupportSupport the Commercial team in customer retention and service enhancement initiatives.Assist in preparing customer reports and service performance reviews.Identify opportunities for business growth, additional cargo opportunities, and process improvements.Support contract implementation and customer onboarding activities.Performance Monitoring & ReportingMaintain customer service KPIs and response timelines.Prepare reports relating to bookings, customer issues, and service performance.Monitor service quality trends and recommend improvements.Participate in continuous improvement initiatives to enhance customer experience.Compliance & Quality AssuranceEnsure compliance with company policies, operational procedures, and regulatory requirements.Maintain confidentiality of customer and commercial information.Adhere to internal controls and documentation standards.
Requirements
Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, Maritime Studies, or a related field.2-5 years of experience in customer service within the shipping, logistics, freight forwarding, NVOCC, or maritime industry.Experience with container shipping operations and documentation is preferred.Experience handling customer accounts in a regional or international environment is an advantage.Knowledge of container shipping processes and documentation.Understanding of Bills of Lading, manifests, shipping instructions, and booking procedures.Proficiency in Microsoft Office (Excel, Word, Outlook).Experience with shipping and ERP systems is advantageous.Join our team and be part of an exciting journey towards personal and professional growth to make a real impact on global trade. If you are interested in the career opportunity, we invite you to apply today.We regret that only shortlisted candidates will be contacted.Attention to recruitment agencies:X-Press Feeders operates with a preferred supplier list (PSL) for recruitment purposes. As such, we will not be considering or accepting unsolicited applications from non-PSL agencies for the role currently available. We kindly request that you refrain from submitting applications on behalf of your clients. Thank you for your understanding and cooperation.