Role Overview
- Position: Customer Services Coordinator
- Location: Dubai, UAE
- Reporting To: Assistant Manager – Customer Service
- Employment Type: Full-Time
Key Responsibilities
Booking & Documentation
- Forecasts: Conduct daily follow-ups with customers and circulate Cargo Booking Forecasts (CBF).
- Bookings: Coordinate and process customer bookings for company services and third-party carriers.
- NOCs: Verify customer details and issue Voyage No Objection Certificates.
- Imports: Prepare and issue arrival notices to import customers prior to vessel arrivals.
Customer Service & Communication
- Inquiries: Respond promptly to customer inquiries and provide professional support.
- Quotations: Handle customer rate requests and prepare accurate quotations.
- Updates: Maintain regular communication with customers, agents, and service providers.
- Schedules: Ensure timely updates regarding vessel schedules, bookings, and service changes.
System Updates & Coordination
- Data Entry: Update booking details and vessel schedules in internal enterprise systems.
- Liaison: Coordinate with internal departments and external agents for seamless operations.
- Records: Maintain accurate customer and shipment records.
Customer Retention & Business Development
- Win-Back: Identify inactive customers and implement initiatives to regain business.
- Monitoring: Track weekly and monthly customer loading volumes and performance trends.
- Retention: Support customer relationship management activities to improve business growth.
Health, Safety & Environment (HSE)
- Compliance: Comply with company health, safety, and environmental policies.
- Reporting: Report accidents, incidents, hazards, and near misses promptly.
- Authority: Exercise stop-work authority whenever unsafe conditions are identified.
Qualifications & Experience
Education
- Degree: Diploma or Bachelor's Degree.
- Fields: Business Administration, Logistics, Supply Chain, or Maritime Studies.
Experience
- Duration: Minimum 2–3 years of experience in Customer Service.
- Industry: Shipping, Logistics, Freight Forwarding, or Maritime industry is preferred.
Technical Skills
- Market: Strong understanding of the Middle East shipping and logistics market.
- Software: Advanced proficiency in Microsoft Excel, Word, Outlook, and PowerPoint.
- Systems: Experience with standard industry shipping and logistics ERP software is an advantage.
