Customer Relations and Tracing Manager, dnata Cargo

The Customer Relations and Tracing Manager leads customer communication and shipment-tracing activity for cargo operations. The position supports timely updates, investigation of irregularities and consistent resolution of service issues. It combines people leadership with coordination across warehouses, stations, operational teams and customers. The successful candidate will promote accurate case handling, identify recurring service problems and use feedback to improve the cargo customer experience.

Key Responsibilities

• Lead customer-relations and tracing activity, setting priorities for shipment enquiries, irregularities and complaints.
• Ensure cases are investigated promptly with relevant operations teams and customers receive clear, timely updates.
• Monitor service performance, case volumes, response times and recurring issues, producing reports and improvement actions.
• Coach team members on communication standards, case documentation and escalation procedures.
• Work with cargo stations, warehouse teams and other stakeholders to resolve service failures and improve processes.

Requirements and Qualifications

• Experience in cargo, logistics, customer relations, tracing or service operations, with team leadership capability.
• Strong investigation, communication and problem-solving skills for time-sensitive customer issues.
• Ability to interpret operational information, maintain accurate case records and report performance trends.
• Confidence coordinating across departments and dealing professionally with complex or escalated cases.

Skills and Competencies

• Cargo tracing and issue resolution
• Customer communication and service recovery
• Team leadership and performance tracking
• Analysis, reporting and cross-team coordination

Employment Details

This is a full-time opportunity based in Dubai, United Arab Emirates. The successful candidate should be ready to follow relevant company procedures, protect confidential information where applicable, communicate progress clearly and contribute to dependable day-to-day performance. Duties may also include related tasks assigned within the role’s professional scope.