Key Responsibilities
1. Operations & Execution Management
End-to-End Shipment Lifecycle:
Oversee LCL (Less than Container Load) and FCL (Full Container Load) ocean export operations from booking to final delivery.Documentation & Compliance:
Ensure accurate preparation and timely issuance of Bills of Lading (B/L), Manifests, Certificates of Origin, Custom House Agent (CHA) coordination, and export compliance documents.Carrier & Vendor Management:
Negotiate freight rates, service contracts, and space allocations with major shipping lines, NVOCCs, and transporters.Troubleshooting:
Resolve operational bottlenecks, port congestion delays, customs holds, equipment shortages, or vessel roll-overs proactively.
2. Team Leadership & People Management
Team Supervision:
Mentor, train, and manage a team of operations executives and customer service representatives (CSRs).Performance Monitoring:
Set Key Performance Indicators (KPIs) regarding shipment processing time, billing accuracy, and customer satisfaction.Workload Balancing:
Distribute daily operational workloads evenly and ensure backup coverage during absences.
3. Customer Service & Account Management
Client Communication:
Act as an escalation point for key accounts, resolving complex client queries, shipment disputes, or service failures promptly.Proactive Updates:
Ensure the customer service team provides regular tracking updates and milestone notifications to clients.Cross-Selling:
Identify opportunities to upsell value-added services (e.g., warehousing, insurance, expedited clearance, multi-modal transport) in coordination with the sales team.
4. Financial & Commercial Control
P&L Responsibility:
Monitor shipment-level profitability, ensuring positive net margins by managing buy-rates vs. sell-rates.Billing & Revenue Leakage Prevention:
Oversee timely invoicing, vendor cost verification, and resolution of debit/credit notes.Credit Control:
Coordinate with the finance team to minimize outstanding payments and manage aging reports for assigned accounts.
Key Skills & Competencies
Domain Expertise:
In-depth knowledge of global maritime trade routes, Incoterms (especially FOB, CIF, EXW), port operations, and standard ocean shipping terminology.Regulatory Knowledge:
Familiarity with export customs regulations, DG (Dangerous Goods) handling procedures, and compliance standards (e.g., SOLAS VGM requirements).Software Proficiency:
Hands-on experience with industry ERP and forwarding systems (e.g., CargoWise, SAP, Descartes, or specific agency software).Negotiation & Communication:
Strong negotiation skills for carrier procurement and excellent written/verbal communication for client management.Problem-Solving & Crisis Management:
Ability to handle high-pressure situations calmly, providing alternative routing or solutions during supply chain disruptions.
