Job Description

JOB OVERVIEW

Job Title: Customer Service Agent - 3PL (Freight & Warehouse)

Department: Operations

Division: Operations

Reporting to: General Manager

Job Purpose

To act as the key point of contact between warehouse operations, freight forwarding teams, and clients--ensuring end-to-end service across order fulfillment, freight coordination, and last-mile delivery. This role manages customer interactions for both storage/distribution and freight-related requests including pricing, shipment handling, documentation, and service quality.

POSITION DETAILS

Duties & Responsibilities

Operational Responsibilities - Warehousing & Distribution

Act as the primary liaison between internal warehouse teams and external clients for all operational matters. Receive, acknowledge, and process orders through the system and ensure timely handover to operations. Coordinate with planning, transport, and warehouse teams to ensure accurate execution of customer requests. Prepare and maintain documentation such as delivery notes, invoices, GRNs, MDNs, and stock summaries. Monitor inventory transactions and maintain real-time system updates. Handle customer queries, complaints, or escalation requests in a professional manner. Support cycle counts, inventory reconciliation, and regular stock audits. Ensure SOP compliance and document all activities for audit readiness.

Operational Responsibilities - Freight (Air/Sea/Land)

Obtain competitive freight quotes from global network partners across all modes--air, sea, land. Analyze and prepare tailored proposals based on customer needs (transit time, routing, pricing). Present freight quotes to customers in a professional format with clear cost breakdowns and service terms. Follow up on proposals, resolve queries, and actively engage in converting opportunities into confirmed deals. Coordinate with freight partners and internal operations teams for booking shipments. Arrange and follow up on documentation such as commercial invoices, packing lists, and shipping instructions. Liaise with customs clearance teams to ensure smooth clearance and on-time deliveries. Track freight shipments, update customers proactively, and close jobs with final billing and PODs. Ensure compliance with all trade and customs regulations as applicable.

Other Duties

Escalate unresolved client issues to the Customer Service Supervisor. Support internal improvement initiatives and contribute to client review meetings. Perform any other duties assigned by management in line with business needs.

JOB SPECIFICATION

Qualification

High School Certificate (essential) Diploma or Bachelor's Degree in Logistics/Supply Chain (preferred)

Experience

Minimum 2-3 years in a customer service role within a 3PL/freight forwarding environment Experience in air, sea, and land freight coordination, including quoting and documentation Familiarity with UAE customs processes is a strong advantage

Job Skill Specification

Technical Skills

Proficient in MS Office (Excel, Word, Outlook) Experience with WMS, ERP, and freight systems Understanding of Pricing, preparing quotes, understanding of Incoterms, HS codes, and international shipping documents

Communication

Fluent in English (written and spoken) Professional communication and negotiation skills with clients and network agents

Behavioral Competencies

Customer-first approach with attention to service detail Proactive follow-up and deal conversion mindset Ability to multitask between warehousing and freight functions Organized, reliable, and solution-oriented under pressure Team player with ethical conduct and integrity

Others

Age: 25 - 30 Yrs.

Sex: Male / Female

Nationality: Any nationality

Job Type: Full-time

Pay: AED4,000.00 - AED5,000.00 per month

Application Question(s):

Do you have minimum 2-3 years in a customer service role within a 3PL/freight forwarding environment * Do you have experience in air, sea, and land freight coordination, including quoting and documentation