Manage end-to-end ocean freight shipment execution while serving as the primary point of contact for customers. Ensure shipments are executed efficiently, compliantly, and in line with customer expectations and service commitments. Drive customer satisfaction through proactive communication, issue resolution, and strong stakeholder collaboration, while supporting profitability, operational excellence, and continuous improvement initiatives.
Key Responsibilities
Shipment Execution & Operations
Manage end-to-end shipment execution, including booking, documentation, transportation coordination, and delivery.
Ensure timely and accurate processing of import/export shipments in accordance with customer requirements and operational standards.
Coordinate with carriers, vendors, customs authorities, and internal stakeholders to ensure seamless shipment movement.
Create, confirm, and optimize transport orders and bookings.
Customer Service & Relationship Management
Act as the primary point of contact for customers regarding shipment status, documentation, exceptions, complaints, and claims.
Provide proactive shipment updates and ensure service commitments are met.
Build and maintain strong customer relationships to support customer retention and service excellence.
Identify customer needs and opportunities for service improvements or additional solutions.
Commercial & Profitability Management
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Support shipment routing and operational decisions that balance customer requirements and profitability.
Monitor shipment-level gross profit and support resolution of invoice-related queries and disputes.
Identify opportunities to enhance customer value and contribute to business growth and retention.
Compliance & Risk Management
Ensure compliance with customs, trade regulations, and shipment-specific requirements.
Proactively identify operational risks and implement corrective actions to minimize service disruptions.
Maintain accurate shipment records and documentation.
Supplier & Stakeholder Management
Collaborate with carriers, vendors, and internal teams to achieve service commitments.
Monitor supplier performance and escalate recurring service issues.
Drive effective communication and coordination across stakeholders.
Continuous Improvement
Analyze recurring operational issues and recommend process improvements.
Contribute to operational excellence initiatives, productivity improvements, and best practice sharing.
Participate in improvement programs such as Lean, GEMBA, and process enhancement initiatives.
Knowledge Sharing & Support
Provide guidance and support to less experienced team members.
Share operational knowledge, best practices, and process updates.
Support training and onboarding activities as required.
Required Qualifications & Skills
Education
Bachelor's Degree, Vocational Qualification, Technical Certification, or equivalent relevant experience in Logistics, Supply Chain, Freight Forwarding, International Trade, or a related field.
Experience
Minimum 4 years of experience in Ocean Freight Operations, Freight Forwarding, Logistics, Shipping, or Supply Chain Operations.
