Cargo Customer Services Officer - Emirates SkyCargo

Job Purpose:

Supervise customs clearance operations and deployment of resources within the import and export operations for express and courier. Ensure that the department’s objectives are fulfilled, whilst meeting the requirements of customers in line with our delivered as promised’ strategy.

Job Responsibilities:

• Supervise the team and plan and organise the deployment of resources to ensure that the highest standard of customer service is provided to our varied express / courier customers including freight forwarders, cargo agents, integrators and shippers and ensure the efficient delivery of all express volumes in line with the delivered as promised framework. 


• Motivate and develop the members on the shift through coaching and on job training to achieve optimum productivity and high levels of customer satisfaction. 


• Educate the team in areas related to customs formalities, IATA regulations, domestic trade regulations, budgetary priorities, and adherence to and improvement of internal customer delivery systems to ensure the team are knowledgeable in all areas. 


• Supervise all UAE customs system entries and processes.


• Investigate customer complaints ensuring these are professionally managed and that adequate service recovery measures are taken to restore and maintain customer goodwill. 


• Participate in defining the business objectives that will contribute to the attainment of agreed revenue and expenditure objectives for the sale of express and courier services in the UAE. 


• Co-ordinate and communicate with external and internal customers and suppliers, together with UAE customs regulatory authorities to deliver professional services and products which conform to policies, procedures and regulations to achieve service excellence. 

Education and Experience:

• 12 Years schooling or equivalent         


• 5+ years of Express / Courier Customs Clearance


• Experience in express courier shipment handling with at least 3 years in a supervisory position with experience of leading a team.

 Skills:

• Knowledge of UAE customs regulations and processes, IATA regulations, customs systems, policies and procedures, import and export rules and regulations.


• Effective communication skills (written and oral)


• Excellent IT skills


• A demonstrated ability to motivate people.