Customer Relations and Tracing Manager, dnata Cargo

Role summary

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The Customer Relations and Tracing Manager, dnata Cargo, is responsible for leading customer support and shipment-tracing activities, resolving cargo queries, managing service investigations, and ensuring timely communication with airline customers and stakeholders. Candidates are typically expected to have several years of experience in air cargo, logistics, airline customer service, or tracing operations, along with supervisory or management experience. Strong knowledge of cargo processes, service recovery, claims handling, and operational systems is valuable. The role requires excellent English communication, sound decision-making, analytical ability, and confidence dealing with escalated cases. The successful candidate should be organised, commercially aware, customer-focused, and able to coordinate effectively with warehouse, ramp, airline, customs, and internal operations teams in a fast-paced environment.

About the employer

dnata is a major global provider of airport services, air cargo handling, travel services, and flight catering. It is part of the Emirates Group and operates across numerous airports and countries, supporting airlines, freight forwarders, passengers, and other travel partners. dnata Cargo manages the movement, handling, storage, and documentation of air freight, with a strong focus on safety, reliability, technology, and customer service. In the United Arab Emirates, its operations are closely connected with Dubai’s international aviation and logistics network. Employees work in a multicultural environment that values operational discipline, teamwork, service quality, and continuous improvement. Emirates Group companies generally offer structured career development, international exposure, and benefits that may include medical coverage, annual leave, travel-related privileges, and relocation support, depending on the position and employment terms.

Working in United Arab Emirates

The United Arab Emirates is not an island, but a federation of seven emirates and a major international business and aviation hub. Job opportunities are particularly strong in aviation, cargo, logistics, tourism, hospitality, technology, finance, construction, and healthcare. Dubai and Abu Dhabi offer the widest range of professional roles, while Sharjah and other emirates can provide lower living costs. The culture combines Islamic traditions with a highly international population; respectful dress and behaviour are expected, especially during Ramadan. Lifestyle options include beaches, shopping, restaurants, desert activities, and a lively expatriate community. Employers usually arrange an employment residence visa, work permit, medical examination, and Emirates ID process. Candidates should confirm whether housing, health insurance, flights, and relocation assistance are included. Living costs can be high, particularly in Dubai, so salary, accommodation, transport, and schooling should be considered before moving.