Freight Forwarding - Dubai Back Office.
Assistant Manager – Customer Service & Operation.
Location: Cochin (Kochi), Kerala, India.
Department: Freight Forwarding Operations.
Reports To: General Manager.
Job Summary
Assistant Manager – Customer Service & Operation is responsible for managing and overseeing the day-to-day back-office operations supporting the company's freight forwarding activities in Dubai. The role ensures smooth coordination with overseas customers, shipping lines, airlines, transport providers, customs brokers, and internal teams while maintaining high service standards, operational efficiency, and compliance with company policies.
Key Responsibilities
Operations Management
- Lead and supervise the freight forwarding back-office operations team.
- Manage Air Freight, Sea Freight (Import & Export), and Cross Trade shipments.
- Ensure timely processing of shipment documentation and operational milestones.
- Coordinate with the Dubai office for daily operational requirements.
- Monitor shipment progress and proactively resolve operational issues.
- Ensure all shipments are handled within agreed service levels.
Customer Service
- Maintain excellent communication with overseas customers and agents.
- Handle customer inquiries, shipment updates, and issue resolution.
- Ensure high levels of customer satisfaction and service quality.
- Prepare operational reports and shipment status updates.
Documentation & Compliance
- Review and verify shipping documents including:
- Bill of Lading (BL)
- Air Waybill (AWB)
- Commercial Invoice
- Packing List
- Delivery Orders
- Certificates of Origin
- Ensure documentation complies with UAE customs and international shipping regulations.
- Maintain accurate operational records and filing systems.
Team Leadership
- Supervise, train, and mentor operations executives.
- Allocate workloads and monitor team performance.
- Conduct regular performance reviews.
- Promote a culture of accountability, teamwork, and continuous improvement.
Vendor & Agent Coordination
- Coordinate with shipping lines, airlines, freight agents, transporters, and customs brokers.
- Negotiate operational solutions for shipment delays or exceptions.
- Maintain strong relationships with overseas partners and service providers.
Process Improvement
- Develop and implement standard operating procedures (SOPs).
- Identify opportunities to improve operational efficiency.
- Monitor key performance indicators (KPIs) and prepare management reports.
- Support automation and digital transformation initiatives.
Financial & Cost Control
- Verify operational costs and vendor invoices.
- Ensure job files are completed accurately for billing.
- Monitor profitability of shipments and control operational expenses.
Required Qualifications
- Bachelor's Degree in Logistics, Supply Chain Management, Business Administration, or a related field.
- Additional certification in Freight Forwarding or Logistics is an advantage.
Experience
- 6–10 years of experience in Freight Forwarding Operations.
- Minimum 3 years in a supervisory or managerial role.
- Experience supporting UAE/Dubai freight forwarding operations is highly preferred.
- Strong knowledge of Air Freight, Ocean Freight, Customs procedures, and international logistics.
Required Skills
- Strong leadership and team management skills.
- Excellent communication skills in English (spoken and written).
- Sound knowledge of Incoterms and international trade documentation.
- Experience with freight forwarding ERP/TMS systems.
- Proficiency in Microsoft Office (Excel, Word, Outlook).
- Strong problem-solving and decision-making abilities.
- Ability to work under pressure and meet strict deadlines.
- Excellent organizational and time management skills.
Key Performance Indicators (KPIs)
- Shipment processing accuracy.
- On-time shipment execution.
- Customer satisfaction.
- Documentation accuracy.
- Team productivity.
- Cost control and operational efficiency.
- SLA compliance.
- Employee performance and retention.
Working Hours
- Full-time.
- Shift timings aligned with Dubai business hours.
- Additional hours may be required based on operational needs.
Preferred Candidate Profile
- Strong understanding of UAE freight forwarding operations.
- Experience managing offshore back-office logistics teams.
- Customer-focused with excellent coordination skills.
- Ability to lead cross-functional teams and drive continuous improvement.
- Self-motivated, detail-oriented, and capable of handling multiple priorities.
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
