Key Responsibilities

Branch Operations

Manage day-to-day branch operations and ensure smooth execution of freight forwarding shipments.
Coordinate end-to-end shipment activities from booking through documentation, customs clearance, delivery and final closure.
Monitor shipment milestones and proactively follow up on pending activities to avoid delays.
Ensure adherence to customer SOPs, operational guidelines and agreed service levels.
Maintain accurate and timely operational records, shipment updates and MIS.
Identify and escalate operational issues and bottlenecks to ensure timely resolution.
Ensure compliance with company processes and operational standards.

Customer Service

Coordinate with customers on shipment status, documentation, schedules and operational requirements.
Provide timely shipment updates and ensure prompt resolution of customer queries.
Support the team in handling customer escalations and follow up for closure.
Ensure consistent service delivery and adherence to customer-specific requirements.

Operational Coordination

Coordinate with shipping lines, transporters, customs teams, warehouses, overseas offices and other service providers for smooth shipment execution.
Follow up with internal and external stakeholders to ensure timely completion of operational activities.
Support coordination between branch, central teams and overseas offices for shipment execution.
Assist in the implementation of new customer accounts and operational requirements.

Documentation & Compliance

Ensure accuracy and timely completion of shipping and operational documentation.
Coordinate for Bills of Lading, delivery orders, invoices, shipping documents and other relevant operational documents.
Ensure adherence to statutory, company and customer-specific compliance requirements.
Maintain proper records and documentation for audit and operational reference.

Billing & Job Closure

Coordinate with Finance for timely billing and submission of required documents.
Ensure timely job closure and follow up on pending operational or documentation requirements.
Identify billing discrepancies and coordinate with relevant teams for resolution.
Support accurate revenue and cost capture for shipments.

Vendor & Carrier Coordination

Coordinate with shipping lines, transporters, agents and other service providers for shipment execution.
Follow up on bookings, schedules, equipment availability, documentation and delivery requirements.
Monitor service provider performance and escalate recurring operational issues.
Support effective utilization of approved vendors and service providers.

Operational Performance & Process Improvement

Track key operational metrics and identify areas requiring improvement.
Ensure timely updation of operational dashboards, trackers and MIS.
Identify recurring operational issues and recommend practical solutions.
Follow standard operating procedures and support implementation of process improvements and automation initiatives.
Contribute to branch productivity, service quality and operational efficiency.