Customer Service Executive – Shipping & Logistics

About us

NAJ Logistics Express Inc., based in Sharjah, United Arab Emirates, delivers reliable logistics and transportation solutions across diverse industries. We operate with a focus on efficiency, safety, and precision to ensure that every shipment reaches its destination on time. Our team manages freight forwarding, warehousing, and distribution with a commitment to meeting the unique requirements of clients. By leveraging advanced systems and industry expertise, we streamline supply chains and support business growth. We maintain strong relationships with our partners and customers by upholding trust, transparency, and accountability in every service we provide.
Visit us: www.najlogisticsexpress.com

Job description – Customer Service Executive

About the Role

We are looking for a Customer Service Executive to join our team in the shipping & logistics sector. The ideal candidate will act as the main point of contact for our clients, ensuring smooth communication, accurate shipment handling, and exceptional customer satisfaction.

Key Responsibilities

Client Communication
• Respond to customer inquiries via phone, email, and messaging platforms (WhatsApp/CRM).
• Provide accurate information on rates, transit times, clearance, and delivery services.
• Maintain long-term relationships with customers to ensure satisfaction and loyalty.

Order & Shipment Management
• Record customer and vehicle data in ERP/CRM systems.
• Prepare proforma invoices and official quotations.
• Monitor shipments from purchase to final delivery.
• Coordinate with operations for customs clearance and port handling.

After-Sales Service
• Ensure customer satisfaction post-delivery.
• Handle claims related to delays or damages.
• Report recurring customer issues with suggested improvements.

Problem-Solving & Escalation
• Act promptly on customer issues (delays, documentation errors, billing discrepancies).
• Liaise with relevant departments (Accounts, Operations, Customs) for quick resolutions.
• Escalate critical cases with proposed solutions to the Customer Service Manager.

Reporting & Follow-Up
• Submit daily reports on inquiries, orders, and closed shipments.
• Provide weekly updates on:
• New customer acquisitions.
• Customer satisfaction levels.
• Frequent operational issues.
• Log customer feedback for service enhancement.

Additional Customer Excellence Duties
• Manage VIP client relationships.
• Support marketing campaigns by engaging with past customers.
• Train new staff on company systems and procedures.
• Monitor and respond to customer queries on social media.
• Assist sales in converting leads by explaining services.
• Represent the company at exhibitions and events.

Qualifications & Requirements
• Bachelor’s degree in Business Administration or related field (preferred).
• Minimum 3 years’ experience in customer service, logistics, or shipping.
• Fluency in Arabic and English (mandatory).
• Proficiency in ERP/CRM systems (experience with Odoo or shipping software is a plus).
• Strong skills in problem-solving, negotiation, and customer relationship management.

Job Type: Full-time