OIA Global provides customers with an unparalleled suite of scalable and flexible supply chain solutions. Supported by 1,300 forward-thinking employees, we specialize in 3PL, 4PL, sustainability, technology, contract logistics, packaging design and optimization, and raw materials management. Since 1988, we have grown into a $1.3 billion company with a presence in 27 countries and industry expertise in fashion and apparel, consumer goods, healthcare, energy, and industrials.

OIA Global is privately held by LDI, Ltd.

Summary: Senior Operations Specialist The Senior Operations Specialist is responsible for leading the execution of complex ocean freight operations across import, export, and cross-trade shipments while ensuring operational excellence, customer satisfaction, regulatory compliance, and service reliability. The role serves as a recognized subject matter expert within Ocean Operations, independently managing high-complexity shipment scenarios, critical customer requirements, compliance matters, and operational escalations.

The Senior Operations

Specialist provides technical guidance to team members, drives operational best practices, and supports continuous improvement initiatives while collaborating closely with customers, shipping lines, NVOCCs, customs brokers, transportation providers, overseas offices, and internal stakeholders.

Supervisory Responsibilities:

- None

Duties and Responsibilities:

Operations Management

- Manage end-to-end ocean freight shipments including import, export, and cross-trade movements involving complex routing, customer requirements, regulatory considerations, and operational challenges.
- Serve as the primary operational expert for complex shipments, strategic accounts, and business-critical operational requirements.
- Lead resolution of high-impact operational issues, shipment disruptions, service failures, carrier constraints, and customer escalations.
- Coordinate with shipping lines, NVOCCs, transportation providers, customs brokers, overseas offices, customers, and internal stakeholders to ensure successful shipment execution.
- Analyze operational risks and implement proactive mitigation strategies.
- Support implementation of operational best practices, SOP enhancements, and service excellence initiatives.
- Act as a technical reference point for operational procedures, shipment management activities, and customer-specific requirements.

Customs Clearance & Compliance

- Independently manage complex customs, trade compliance, documentation, and regulatory requirements.
- Review and validate Bills of Lading, Shipping Instructions, Delivery Orders, Arrival Notices, manifests, certificates, and customer-specific documentation requirements.
- Resolve customs-related issues, shipment holds, compliance exceptions, documentation discrepancies, and regulatory challenges.




- Ensure adherence to international trade regulations, customs requirements, customer requirements, and company policies.
- Support internal audits, compliance reviews, corrective actions, and risk mitigation initiatives.
- Provide technical guidance on compliance-related matters to operational colleagues and stakeholders.

Customer Service & Stakeholder Management

- Serve as a lead operational contact for strategic customers, key accounts, and complex operational requirements.
- Manage significant customer escalations and service recovery activities.
- Build and maintain strong relationships with customers, shipping lines, NVOCCs, transportation providers, customs brokers, vendors, and overseas offices.
- Support customer retention through proactive issue management and effective operational solutions.
- Monitor achievement of customer KPIs, service commitments, and operational performance targets.
- Provide operational guidance and knowledge-sharing support to Coordinators, Senior Coordinators, and Operations Specialists.
- Support implementation of customer-specific process improvements and operational enhancements.

Commercial Support & Business Performance

- Support commercial teams in evaluating operational feasibility for strategic customer solutions, tenders, and business opportunities.
- Analyze operational cost drivers, service failures, claims exposure, detention and demurrage risks, and process inefficiencies.
- Recommend actions that improve service performance while minimizing operational and financial risks.
- Assist in claims management, recovery activities, and investigation of operational cost exposures.
- Support customer onboarding, process transitions, and strategic operational projects.

Operational Reporting & Continuous Improvement

- Analyze service trends, recurring operational issues, customer performance data, and operational risks.
- Prepare operational reviews, service reports, exception analysis, and management updates.
- Monitor operational KPIs and identify opportunities to improve service quality, efficiency, and productivity.
- Participate in cross-functional continuous improvement initiatives.
- Support implementation of process standardization and operational excellence programs.
- Share lessons learned and best practices across operational teams.

Other Duties

- Perform additional duties and special projects as assigned.
- Support regional and global operational initiatives.
- Share technical knowledge, operational expertise,



and best practices across teams.
- Assist with onboarding, coaching, and development of less experienced team members.

Required Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

- Graduate / Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related discipline preferred.
- Minimum 6-8 years of experience in ocean freight operations, freight forwarding, customs brokerage, or a related logistics environment.
- Advanced expertise in Ocean Import, Ocean Export, and Cross-Trade operations.
- Strong knowledge of ocean freight forwarding processes, international logistics requirements, transportation management, and shipping documentation.
- Advanced understanding of customs regulations, global trade requirements, regulatory compliance frameworks, and customer-specific requirements.
- Demonstrated ability to independently manage highly complex operational scenarios and customer requirements.
- Proven experience handling customer escalations, critical operational issues, and service recovery activities.
- Strong analytical, problem-solving, decision-making, and root cause analysis capabilities.
- Robust commercial awareness with understanding of operational cost drivers, detention and demurrage exposure, claims, and profitability considerations.
- Excellent communication, stakeholder management, negotiation, and relationship-building skills.
- Proficiency in Microsoft Office Suite and logistics management systems.
- Ability to work effectively in a fast-paced environment with competing priorities and time-sensitive operational requirements.
- Strong attention to detail with a commitment to operational excellence, compliance, and customer satisfaction.

Physical Requirements:

- Prolonged periods of sitting at a desk and working on a computer.
- Ability to participate in virtual and in-person meetings with customers, vendors, carriers, and internal stakeholders.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.

📌 Senior Operations Specialist (Mumbai)
🏢 OIA GLOBAL
📍 Mumbai