Key Responsibilities:
Customer Service:
• Serve as the primary point of contact for customers, addressing inquiries, complaints, and requests promptly.
• Build and maintain strong customer relationships to ensure customer satisfaction and loyalty.
• Manage customer expectations regarding shipment schedules, documentation, and other service-related matters.
• Handle escalations and resolve service issues effectively to maintain service quality.

Operations Management:
• Oversee end-to-end freight forwarding operations, including planning, booking, documentation, and tracking.
• Ensure timely and accurate preparation of shipping documents such as BL, AWB, invoices, and packing lists.
• Monitor shipments to ensure on-time delivery and compliance with customer requirements.
• Liaise with carriers, freight partners, customs, and other stakeholders to coordinate seamless logistics operations.

Team Leadership:
• Lead and mentor a team of customer service and operations staff, providing guidance and support.
• Set KPIs for the team, monitor performance, and conduct regular performance reviews.
• Train staff in customer service protocols, operational procedures, and industry compliance.

Key Skills and Competencies:
• Strong knowledge of freight forwarding operations, logistics processes, and trade compliance.
• Excellent communication and interpersonal skills to manage customer relationships and team collaboration.
• Problem-solving abilities to handle operational challenges and service escalations.
• Leadership skills to manage and motivate teams effectively.
• Proficiency in freight management software and tools.

Qualifications:
• A degree or diploma in logistics, supply chain management, or a related field.
• 5+ years of experience in freight forwarding or logistics, with at least 2 years in a supervisory role.
• Familiarity with Sysfreight or similar systems is a plus.