Senior Manager-US Backoffice Operation and Customer Service

Job Title: Senior Manager US Back Office Operations & Customer Service

Location:

Job Summary:

Senior Manager – Back Office Operations & Customer Service

Roles & Responsibilities

• Manage end-to-end back-office processes for international air and ocean freight.
• Ensure timely and accurate documentation and regulatory compliance (HBL, MBL, AWB, AES, ISF, AMS, customs).
• Lead and mentor back-office and customer service teams to maintain high productivity, accountability, and service quality.
• Act as the escalation point for key clients and complex cases.
• Collaborate with clients, carriers, agents, and internal teams to ensure shipment visibility and customer satisfaction.
• Develop and implement SOPs to enhance efficiency and compliance.
• Monitor KPIs for operations and customer service, resolving bottlenecks and ensuring data accuracy in TMS/ERP systems.
• Conduct performance reviews, coaching, and training to build high-performing teams.
• Foster a culture of continuous improvement, accountability, and customer focus.
• Identify inefficiencies and drive process automation or improvements.
• Generate performance and service reports, including error rates and on-time metrics.
• Support implementation and upgrades of TMS, CRM, and automation tools.

Qualifications & Skills

• Bachelor’s degree in international business, Supply Chain, Logistics, or a related field.
• 12–15 years of experience in freight forwarding or logistics operations (air & ocean, import/export).
• Proficient in English (Writing and Speaking)
• Proven track record in managing back-office logistics teams and customer service functions.
• Strong knowledge of U.S. and international shipping documentation and compliance requirements.
• Solid understanding of Incoterms and customs processes.
• Proficiency in logistics systems and related software (TMS, ERP, CRM).
• Excellent leadership, problem-solving, and communication skills.