Operations Manager (Forwarder-Logistics)

Job Duties
1. Operations management
a) Assign teams, establish work processes, and monitor staff performance to ensure customer satisfaction.
b) Set minimum standards for the operations group to achieve in workflow processes (e.g., FCR issuance, doc dispatch, PSA and SA transmittal, etc.)
c) Ensure teams handle their assignments in a prompt, thorough, and accurate fashion (i.e., ensure staff provides quality customer service).
d) Oversee day-to-day operations, help resolve problems, and assist staff with difficult issues.
e) Help ensure a smooth working relationship with all vendors, agents and service providers.
f) Handle those daily messages which require a higher level of experience and/or English proficiency.
g) Assist staff in correctly interpreting and executing customers' instructions and working procedures.
h) Ensure work processes (data, documentation) of the operations group effectively meet the company's internal financial/accounting requirements.
2. Staff management
a) Influence and/or recommend hire/fire decisions.
b) Ensure new staff is trained effectively; develop staff for growth and new responsibilities.
c) Monitor staff performance; conduct annual performance reviews.
d) Cross-train staff to broaden their skills and to provide quality backup during vacation or sick leave.
e) Encourage and motivate staff to achieve peak performance.
f) Influence and/or recommend staff salary decisions.
g) Set a positive example for staff.
3. Assist the Branch Manager/ Director
a) Assist Branch Manager/ Director in achieving service quality objectives.
b) Assist Branch Manager/ Director in monitoring the performance of contract warehousemen.
c) Resolve problems related to consolidation when necessary.
d) Assist Branch Manager/ Director to maximize shipping revenues and minimizing shipping expenses to achieve optimum profitability.
e) Attend vendor meetings; maintain strong relationships with the vendor community to promote customer satisfaction and maximize business opportunities.
f) Maintain close ties to the shipping community and keep abreast of current events.
g) Assist customers in developing their logistics strategies or with cost analysis (as needed).
4. Special projects
a) Assist in developing a business plan and/or pricing schemes for new business opportunities (as needed).
b) Provide special reports and analysis as requested by management (as needed).
c) Provide problem resolution as directed by management.
d) Optimize human and other resources; demonstrate expense control.
e) Ensure staff properly handles invoicing and other key administrative tasks.
5. Provide quality customer service
a) Set an example for all staff to follow in providing quality service to both external and internal customers (e.g., Accounting Dept.)
b) Provide prompt, thorough and accurate responses to all queries from customers or Century-U.S. Ensure staff does the same.
c) Provide value-added services for customers.
d) Ensure customer satisfaction with our services.
e) Act as liaison with Century's overseas offices and agents where necessary.
f) Ensure staff members use good telephone manners and communicate in a helpful, proactive fashion.