Pricing Agent and Customer Service

Duties and responsibilities

Pricing proposal
Provide and maintain pricing proposals for internal and external customers in Dubai, UAE; ensure all customer agreements adhere to pricing policies and processes; evaluate and recommend exceptions to pricing policies in order to minimize the company's risk exposure and ensure compliance with pricing policies and processes.

Pricing database management
Develop and maintain the pricing database for all products; update freight charges, surcharges, and other operational costs from airlines and ocean carriers regularly.

Pricing process
Recommend and implement pricing processes and ensure all processes are in line with corporate pricing policy.

Reporting
Develop and deliver management reports to monitor revenue performance and highlight trends or gaps.

Internal relations
Act as a liaison with other product teams (Air & Ocean) to ensure interdepartmental coordination; communicate changes in the pricing program with other departments; provide input on problem situations and program enhancements to ensure resolutions in order to keep internal functional departments informed to take appropriate actions and to provide effective support for all pricing programs.

Customer service - interactions

Respond to external and internal customers within the timeframe set once receiving enquiries through email, telephone, or fax.
Take full ownership of specific accounts once assigned by the supervisor, from the initial point of contact with customers until completing the booking orders.
Be sensitive and accurate when providing data to internal and external customers.
Customer satisfaction is our core value in customer service to serve every kind of customer.
Proactive communication with customers is necessary to enhance world-class customer service.
Coordinate with sub-contractors, operations, sales, and overseas teams to execute shipments as per SOPs requirements.
Update reports and client systems as required.
Be ready and assigned for special duties or ad hoc projects when necessary.

Qualifications and skills

• Graduate or equivalent degree.
• Minimum 3-4 years of operational experience in pricing and customer service area, preferably within the freight forwarding industry.
• Basic knowledge of aerospace and aviation pricing is an added benefit (not compulsory).
• Proficiency in Word, Excel, Access, and PowerPoint.
• Good knowledge of analytical tools.
• Strong command of the English language - both written and verbal communication is essential.
• Eagerness to learn - open to training, feedback, and continuous development.
• Reliability - dependable, punctual, and consistent in following through on tasks.
• Attention to detail - ensures accuracy in documentation, communication, and reporting.
• Strong communication skills - clear, respectful, and effective communication with team members and customers.
• Organizational skills - manages time efficiently and maintains well-organized records and task lists.
• Customer and results-focused - demonstrates a service mindset and commitment to delivering quality outcomes.
• Professional grooming and appearance - presents themselves in a clean, neat, and professional manner suitable for a corporate and customer-facing environment.