Senior Customer Service Representative

Roles and Responsibilities

GAC Abu Dhabi is seeking candidates for the position of Customer Service Representative at their Guardian Towers Office in Abu Dhabi. The key responsibility is to act as the main point of contact for effective and efficient coordination between Logistics Department personnel and the related customers’ active job files and potential jobs, including but not limited to logistics products such as air & sea import & export on a door method or in segments, insurance and warehousing.

Accountabilities

• Actively attend to enquiries and submit suitable quotes to clients within the requested time frames.
• Effectively negotiate and bid rates with clients and carriers.
• Effectively communicate with clients on shipping schedules, pricing, documentation, loading requirements and order confirmation.
• Accurately coordinate with shipment carriers.
• Accurately maintain and update the system database regarding clients, services, suppliers and pricing.
• Work closely with other departments to secure new business opportunities.
• Maintain and develop relationships with existing, lost and new clients.
• Proactively identify the most suitable logistics solutions for clients’ requirements.
• Effectively manage RFQs, tenders and be able to work under time-sensitive conditions.
• Manage projects, events, breakbulk enquiries individually without direct supervision.
• Strong reporting structure for various internal and external reports.

GAC Abu Dhabi is a leading shipping and logistics service provider with a workforce of 108 highly skilled professionals. We combine our local expertise with GAC’s international experience to deliver outstanding service. Branch offices at Ruwais/Jebel Dhanna, Abu Dhabi International Airport and Sila Border help to provide entire coverage throughout the Emirate of Abu Dhabi.

MISSION: "GAC is a worldwide service provider dedicated to delivering integrated services to the Shipping, Logistics, Marine and related markets through an international network."

PRODUCTS: Air Freight, Clearance & Forwarding, International Moving, Land Transportation, Ocean Freight, Offshore Support, Protection and Indemnity, Ship Agency, Ship Spares Logistics, Project Logistics, Warehousing and Distribution.

Job Requirements

Key Competencies:

• Operational skills – in the step-by-step processes of the operation and knowledge of the fundamentals of the business.
• Customer service - understanding of customer needs, maintenance of good relationships, ability to support and solve customer issues and handle complaints.
• Positive attitude - towards work and the environment in general, to deliver the service requested of the company.
• Communication skills – to interact effectively, within and outside GAC, using the English language.
• Accountability & dependability - take personal responsibility for the quality and timeliness of work and achieving results with minimal oversight.
• Teamwork & collaboration – to work cooperatively with colleagues to complete tasks and involve others through effective liaison and trust-building.
• Customer focus – to work with internal and external customers to identify their expectations and shared business objectives.
• Self-management – complete high volumes of work, keeping a rapid pace without sacrificing accuracy.
• Stress tolerance - maintain composure in highly stressful or adverse situations.

Minimum Qualifications And Other Requirements

• Graduate of business-related courses.
• Proficient knowledge of computers especially in MS Office - Excel & Outlook.
• Good English communication skills – both written and spoken.
• Minimum 5 years’ extensive experience in the same role.
• Good work ethic to comply with company policies and procedures.
• Cultural awareness to work with people from diverse cultures and backgrounds.

Desired Candidate Profile

• Communication Skills: Strong verbal and written communication skills to clearly convey information to customers and internal teams.

• Problem-Solving: Ability to address and resolve customer inquiries, issues, or complaints effectively and efficiently.

• Customer Focus: A strong commitment to providing excellent customer service and ensuring customer satisfaction throughout the logistics process.

• Knowledge of Logistics and Supply Chain: Understanding of logistics operations, including transportation, warehousing, and inventory management.

• Attention to Detail: Meticulous in handling customer orders, tracking shipments, and maintaining accurate records.

• Organizational Skills: Ability to manage multiple tasks and priorities simultaneously while maintaining high service levels.

• Technical Proficiency: Familiarity with logistics management software, customer relationship management (CRM) systems, and basic data entry skills.

• Interpersonal Skills: Ability to build rapport and maintain positive relationships with customers, vendors, and colleagues.

• Adaptability: Flexibility to adjust to changing customer needs, priorities, and logistics challenges.

• Time Management: Strong time management skills to ensure timely responses to customer inquiries and efficient handling of logistics operations.