Customer Service Executive - LCL /FCL and Air freight

Key Responsibilities

• Handle customer inquiries related to LCL, FCL and Air Freight shipments.
• Coordinate import and export shipments from booking through final delivery.
• Prepare and share freight quotations based on customer requirements.
• Coordinate with shipping lines, airlines, overseas agents, transporters, customs/clearing agents and internal operations teams.
• Arrange and follow up on shipment bookings and ensure timely execution.
• Track shipments and provide regular updates to customers regarding ETD, ETA, arrival, clearance and delivery status.
• Coordinate required shipping and export/import documentation.
• Follow up on shipping documents such as BL/AWB, commercial invoices, packing lists, certificates and other required documents.
• Coordinate with the clearance team regarding customs requirements and shipment documentation.
• Handle customer complaints, delays, discrepancies and operational issues, ensuring timely resolution.
• Maintain accurate shipment records, customer data and communication history.
• Coordinate with overseas agents and UAE customers to ensure smooth shipment movement.
• Follow up on pending shipments, documentation and customer requirements.
• Coordinate with accounts/billing teams for accurate and timely invoicing.
• Ensure all shipments are handled according to agreed service levels and customer requirements.
• Maintain strong relationships with existing customers and provide proactive customer support.
• Escalate critical operational issues to management when required.

Required Skills \& Qualifications

• Bachelor's degree or Diploma in Logistics, Supply Chain, Freight Forwarding or a related field.
• 2–5 years of relevant experience in freight forwarding customer service / operations.
• Good working knowledge of LCL, FCL and Air Freight processes.
• Understanding of import/export documentation and freight forwarding procedures.
• Knowledge of UAE customs and clearance processes is an advantage.
• Experience coordinating with shipping lines, airlines, overseas agents and transporters.
• Strong communication and customer-handling skills.
• Good negotiation, coordination and problem-solving abilities.
• Ability to manage multiple shipments and deadlines simultaneously.
• Good knowledge of MS Office, especially Excel and Outlook.
• Strong attention to detail and follow-up skills.
• Good command of written and spoken English.

Job Type

Full-time

Work Location

In person