Operational Management

Manage end-to-end freight forwarding operations across import and export shipments.
Ensure timely execution of shipments from booking and documentation through customs clearance and final delivery.
Monitor shipment milestones and proactively resolve operational bottlenecks and exceptions.
Ensure adherence to customer SOPs, SLAs and internal operational processes.
Review daily operational performance and ensure timely closure of pending activities.

Customer Management

Ensure timely communication and resolution of customer queries and operational issues.
Manage operational escalations and coordinate corrective actions with relevant stakeholders.
Participate in customer reviews and ensure delivery against agreed service commitments.
Maintain strong customer relationships through consistent and reliable service delivery.

Operational & Cost Control

Monitor operational costs and identify opportunities to improve productivity and efficiency.
Ensure timely job closure, documentation and billing coordination.
Monitor resource utilization and minimize operational delays, errors and avoidable costs.
Support initiatives aimed at improving branch profitability and operational performance.

Vendor & Stakeholder Management

Coordinate with shipping lines, airlines, transporters, CHA/customs partners, warehouses and other service providers.
Monitor vendor performance and ensure adherence to agreed service standards.
Resolve service issues with vendors and escalate recurring concerns where required.
Maintain effective working relationships with key operational stakeholders.

Compliance & Process Management

Ensure compliance with company policies, customer SOPs and applicable statutory and regulatory requirements.
Ensure accurate and timely documentation across shipment processes.
Identify process gaps and implement corrective and preventive actions.
Drive standardization and continuous improvement of operational processes.

Cross-functional Coordination

Work closely with Sales, Customer Service, Finance, Customs, Transport, Warehousing and overseas offices.
Provide operational support for new customer onboarding and account implementation.
Ensure smooth handover of new business into operations.
Support Sales with operational inputs, feasibility assessments and service solutions.