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Job Purpose
The Senior Operations Staff is responsible for managing daily freight forwarding operations, ensuring smooth shipment execution, maintaining high service quality, and acting as the key contact point between customers, carriers, overseas agents, and internal stakeholders. The role also supports process improvement and coaches junior team members.
Key Responsibilities
1. Shipment Management
• Handle end-to-end ocean, air, and multimodal shipments.
• Coordinate bookings with carriers, co-loaders, and overseas agents.
• Monitor shipment milestones and proactively manage exceptions.
• Ensure timely issuance and accuracy of shipping documents.
• Follow up on cargo readiness, vessel schedules, and delivery status.
• Accurately record and manage shipment costs and revenues to ensure complete financial reporting.
• Follow SOP and catch timelines as customers' KPI.
2. Customer Service & Stakeholder Management
• Communicate and negotiate effectively with factories,
shippers, customers' representatives, and overseas agents to resolve operational issues and ensure customer satisfaction.
• Provide timely updates on shipment status.
• Resolve operational issues and customer complaints professionally.
• Build strong working relationships with customers, vendors, and overseas offices.
3. Internal Coordination
• Coordinate closely with Sales, Pricing, Procurement, Finance, and overseas teams.
• Ensure all customer requirements are communicated and executed properly.
• Support onboarding of new customers and implementation of SOPs.
4. Documentation & Compliance
• Review shipping documents, including:
o Commercial Invoice
o Packing List
o Bill of Lading
o Shipping Instructions
o Customs-related documents
• Ensure compliance with internal procedures and local regulations.
• Maintain complete and accurate shipment records.
5. Operational Excellence
• Identify bottlenecks and propose process improvements.
• Develop and standardize operational procedures.
• Support digitalization and system implementation projects.
• Monitor operational KPIs and recommend corrective actions.