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The role of the Freight Operations Manager is to oversee and execute end-to-end freight forwarding operations, ensuring seamless shipment execution and timely resolution of customer inquiries. This position is responsible for processing and coordinating all confirmed sales orders with accuracy and speed, providing exceptional customer service through proactive communication and operational excellence.
Key Responsibilities include:
- Proactively manage the entire shipment process from booking to job closure, ensuring compliance with all company procedures and standards.
- Coordinate and process sales orders with precision and speed, ensuring timely and accurate execution of shipments as per confirmed bookings.
- For imports: Coordinate with overseas carriers, agents, and shippers based on the type of import shipment.
- For exports: Work with carriers, agents at the port of loading (POL), customs brokers, trucking companies, warehouses, terminals, and Container Freight Stations (CFS) as required by the shipment type.
Customer Interaction and Service Excellence:
Regular communication with customers to provide status updates, respond to inquiries, and address any issues promptly. Build rapport and trust with customers by maintaining detailed customer profiles, managing pricing/quote inquiries, handling disputes and claims, and resolving complaints effectively. Ensure that services are delivered as promised and inform customers of any deviations or issues impacting their shipments.
Customer Advocacy and Relationship Building:
Own all customer-related issues and facilitate their timely and effective resolution by engaging relevant internal stakeholders. Act as a customer advocate, understanding customer requirements and expectations, and liaising with various internal teams, including credit, supply chain, technical support, product management, and sales. Constantly strive to improve customer satisfaction and leverage customer insights to strengthen business relationships. Identify opportunities to grow existing customer relationships and improve processes for mutual benefit.
Team Collaboration and Productivity Management:
Oversee daily shipment monitoring efforts to ensure productivity meets departmental and company standards. Facilitate problem-solving and foster collaboration within the team to achieve productivity goals. Ensure that team members follow all special instructions and use appropriate methods to maintain high standards of service.
Compliance and Documentation:
Ensure all shipment documentation is accurate and complete, complying with import/export regulations and company policies. Accurately input all shipment-related data into the ERP system (e.g., CargoWise One). Manage costs under appropriate categories, generate accurate invoices, and ensure that all jobs reach a CMP (Complete) status once services are executed.
Financial Coordination and Escalation:
Collaborate with the Finance Department on invoicing and customer payments, ensuring timely and accurate processing. Issue credit notes only when necessary and with appropriate approvals. Escalate complex issues that require management intervention, ensuring that they are addressed promptly.
Key Performance Indicators (KPIs):
Timeliness: Ensure all shipments are processed and delivered within agreed timelines. Accuracy: Maintain high accuracy in documentation, order processing, and data entry in CargoWise One. Customer Satisfaction: Achieve high customer satisfaction scores through effective communication and reliable service. Productivity: Meet or exceed departmental productivity standards. Compliance: Adhere to all regulatory requirements with zero instances of non-compliance.
