Customer Service, Import Jobs in Dubai at DSV

Title: Customer Service, Import

Company: DSV

Location: Dubai

Job Req Number: 45949 Time Type: Full Time

DSV Air & Sea is constantly evolving and expanding with the global market. Working for the world’s 3rd largest global supplier of transport and logistics can open many opportunities for you to develop your career on an international scale.
An exciting opportunity for a candidate with a solid background in freight forwarding in our Air Freight department in Customer Service, Import to join our team in the Dubai branch.

The Customer Service – Import role provides critical support to the Management and handling of day to day operational requirements of import shipments is carried out effectively and efficiently. You should able to work with direction given, raise concerns and adhere to all deadlines provided. The person should have strong customer service and communication skills and take ownership of issues while providing resolution to clients.


Receive and send pre-alerts, routing orders, bookings from customers, network and sales.
One point of contact for sales and strategic customers.
Pre-alert at least 24 hrs. Prior to shipment arrival.
Monitor ATA/ETA with airlines/handling agents/DNATA and ensure freight has arrived as per schedule and update customers.
Customer emails should be responded maximum within 1 hour.
All emails must be acknowledged.
Coordinate with clients regarding freight clearance instruction, type of Bill of Entry and ensure correct documentation for customs clearance as a customer service specialist.
Coordinate with the origin station/Customer support for any discrepancy on shipping documents.
Ensure import arrival notices are dispatched to clients on time immediately upon arrival.
Schedule meetings with customers regularly to build a healthy relationship.
Coordinate with DCV team to ensure that the cargo is delivered to the customer.
Follow up with the customers/ network for the original documents where ever required.
Inform customer of shipment status regularly.
Coordinate with clearance team/DCV team for collection of delivery order from Airlines/Dnata/EK.
Ensure complete documents (as per requirements) are handed over for customs clearance.
As a customer service specialist, track customer behavior in terms of business and support.
Ensure that all job files are maintained as per the assigned customers.
Relay information to origin offices if shipment not cleared within 2 days especially for prepaid shipments and local customers in case of collect.
Coordinate with third parties, sales and finance to meet operational requirements.
Resolve issues regarding cargo shortage/ damage/ claims and ensure to escalate these issues on timely manner. Issue pre- claim as the first step.
Acknowledging Intercompany invoices on a daily basis.
Ensure SOP’s are made available by strategic department and maintained within Air Dept.
Maintain handover sheet during annual or emergency leave.
Credit note approval process to be followed strictly.
Duty approval process to be followed strictly.
Customers without credit will be strictly under COD.
Shipments to be strictly moved once all the information is available based on sales & Operations agreement.
Maintains SOP and rates for all Strategic customers.
Ensure adhere to DSV policies such as punctuality, security etc.


Ensure accurate invoicing is done on a timely, daily basis within 72 hours of shipment completion and all supporting documents are attached with the invoices, as per the client requirements.
Ensure billing is 100% accurate
Ensure timely resolution of any discrepancy in invoicing.
Credit note to be strictly avoided, an approval should be obtained from the operations manager prior to issuing any credit note.
Ensure invoicing delay is communicated with Data Quality and ensure operations manager is aware of any discrepancy.


Develop and maintain a healthy relationship with internal and external customers.
Ensure timely and effective communication takes place within defined time limits.
Provide necessary information to internal staff.
Maintain a positive working relationship at all levels
Ensure KPI’s are met and reported monthly.

Qualifications & Characteristics:

Experience of 3 years working in a customer service role in freight forwarding industry.
A Bachelor’s degree
Customer service oriented and result driven.
Good communication, influencing and organization skills.
Must be able to take ownership of problems and provide solutions to clients in a timely manner.
Ability to handle customer complaints effectively and professionally within a timely manner
Excellent team player and support team as and when required.
Ability to define requirements, analyse facts, and determine relevant solutions/actions to be taken.
Ability to meet deadlines and work under pressure.

DSV – Global transport and logistics
DSV is one of the very best performing companies in the transport and logistics industry. 75,000 employees in more than 90 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.
Read more at www.dsv.com

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