Customer Service Agent (CSA)- 3PL ( Freight & Warehouse)

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: AED3,000.00 - AED3,500.00 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