About the role
Key Responsibilities:
- Manage daily customer service, shipment operations, and issue resolution
- Lead and mentor the operations/customer service team to achieve KPIs
- Coordinate with shipping lines, overseas agents, transporters, CHA, CFS, and vendors for smooth shipment execution
- Ensure timely documentation, shipment tracking, billing, and operational efficiency
- Monitor customer satisfaction, service levels, and resolve escalations effectively
- Prepare operational reports and identify process improvement opportunities
Requirements
- Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field preferred
- 5–10 years of experience in freight forwarding, logistics operations, or customer service management
- Strong knowledge of import/export operations, shipment coordination, and logistics workflows
- Experience managing teams and handling customer escalations
- Good communication, analytical, and problem-solving skills
- Proficiency in MS Office and logistics/ERP systems