• 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 solid 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 proc