The Operations and Customer Service Manager is responsible for overseeing the daily operations of a freight forwarding company, ensuring the seamless coordination of shipments, optimizing logistics processes, and delivering exceptional customer service. This role involves managing the operations team, liaising with clients and partners, and ensuring compliance with industry regulations.

Operations Management:

• Oversee the end-to-end freight forwarding operations, including air, sea, and land shipments.
• Coordinate with carriers, customs brokers, and warehouse personnel to ensure timely and efficient delivery of shipments.
• Monitor cargo movements, troubleshoot delays, and implement solutions to ensure smooth logistics operations.
• Ensure compliance with local and international shipping regulations, customs requirements, and company policies.
• Optimize freight routes, reduce costs, and improve operational efficiency.
• Maintain strong relationships with shipping lines, airlines, trucking companies, and other logistics partners.
• Supervise and train the operations team, ensuring adherence to service standards and performance metrics.

Customer Service & Client Management:

• Lead a team of account managers to enhance customer satisfaction and service delivery.
• Serve as the primary point of contact for key clients, addressing inquiries, resolving issues, and providing updates on shipments.
• Ensure a high level of customer satisfaction by proactively identifying and resolving potential problems.
• Develop and implement customer service policies to improve response times and service quality.
• Handle escalations and critical customer concerns with professionalism and urgency.
• Collaborate with the sales team to support business development efforts and onboard new clients.

Process Improvement & Reporting:

• Analyze operational data and generate reports to identify areas for improvement.
• Implement best practices and new technologies to enhance operational efficiency.
• Ensure proper documentation of shipments, contracts, and service agreements.
• Provide management with regular updates on performance, challenges, and strategic recommendations.

• Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field.
• Good understanding of customs and freight forwarding procedures.
• Excellent leadership, problem-solving, and decision-making skills.
• Strong communication and customer service abilities.
• Proficiency in logistics software and Microsoft Office Suite.
• Ability to work under pressure, manage multiple tasks, and meet tight deadlines.