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Cargo Customer Service Supervisor

3 months ago

Dubai, Dubai, United Arab Emirates The Emirates Group Full time

Job Purpose:

Oversee customer facing operations and deployment of resources at the import and export counter and express counter to ensure that the department?s objectives are fulfilled, whilst meeting the requirements of customers in line with our 'delivered as promised? strategy.


Job Outline:

  • Motivate and direct a team to ensure that the highest standard of customer service is provided to our varied customers including freight forwarders, cargo agents, integrators and shippers and ensure the efficient delivery of all cargo in line with the 'delivered as promised? framework.
  • Participate in the development of the team on a shift through coaching and on job training to achieve optimum productivity and high levels of customer satisfaction.
  • Track performance against KPI?s and assist in the analysis of data to identify market and product challenges and training deficiencies and recommend solutions.
  • Liaise with the sales and operational team in the provision of data and information which may facilitate sales leads or improvements in operational processes.
  • Investigate customer complaints and responds to customer in a manner which restores and maintains customer goodwill.
  • Communicate with external and internal customers and suppliers to deliver professional services and products which conform to policies, procedures and regulations to achieve service excellence.
  • Coordinate the reservation of space for cargo consignments to ensure optimum utilisation of space/weight to maximise revenue.
  • Update, monitor and track shipments through SkyChain in a prompt manner, ensuring data accuracy so that we can measure 'delivery as promised?.

Qualifications & Experience:
Logistics/Cargo

Other :
5+ Years

12 Years schooling or equivalent:


Experience in airfreight and cargo handling with at least 3 years in a supervisory position with experience of leading a team Knowledge/skills: Knowledge of cargo tariffs, IATA regulations, SkyCargo systems, policies and procedures, import and export rules and regulations.

Trained in advanced cargo acceptance handling, advanced cargo tariff, dangerous goods acceptance, special load handling. Effective communication skills (written and oral). Excellent IT skills. A demonstrated ability to motivate people.

Leadership Role:

Yes Safety Sensitive Role:
No

Salary & Benefits:
Join us in a management role and enjoy an attractive tax-free salary.

On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package.

That's on top of transport benefits, life insurance and more.