Operations Coordinator

Freight Forwarding Operations Coordinator

The role of a Freight Forwarding Operations Coordinator is to oversee and execute end-to-end freight forwarding operations. This includes ensuring seamless shipment execution and timely resolution of customer inquiries. The coordinator will be responsible for managing and processing all confirmed sales orders with accuracy and speed, providing exceptional customer service through proactive communication and operational excellence.

Key Responsibilities:

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• 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.\
• Ensure that special instructions are followed and appropriate methods are utilized for each shipment.\
• Maintain 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.\
• Respond to client inquiries about order status by email or phone, depending on the client's preference and the urgency of the situation.\
• Owning all customer-related issues and facilitating 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.\
• 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.\
• 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.\
• Manage costs under appropriate categories, generate accurate invoices, and ensure that all jobs reach a CMP (Complete) status once services are executed.\
• 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.\
• Maintain high accuracy in documentation, order processing, and data entry in CargoWise One.\
• Meet or exceed departmental productivity standards.\
• Adhere to all regulatory requirements with zero instances of non-compliance.\
• Work with external partners such as customers, carriers, transporters, overseas agents, and customs brokers.\
• Hold a Bachelor's Degree in any discipline, or a High School/Matriculation diploma with a professional certification in business administration.\
• Additional certifications in logistics, freight, or transport are preferred.\
• Minimum of 3 years in a similar freight forwarding or operations role.\
• Basic knowledge of customs laws, procedures, and systems.\
• Strong understanding of import/export regulations, including local and international customs requirements.\
• Knowledge of Incoterms and risk and insurance terms in freight forwarding.\
• Fluent in English, strong interpersonal skills.\
• Proficient in ERP (CargoWise One) and MS Office.\
• Skilled in issue resolution and cost management.\
• Knowledgeable in freight market dynamics.\
• Strong attention to detail, multitasking, and time management.\
• Proactive and calm in resolving operational issues.