Key Responsibilities
Team Leadership & Performance
1. Lead and support a team of freight customer service or client specialist staff.
2. Oversee daily workflow including bookings, documentation, tracking, and customer updates.
3. Monitor KPIs such as on-time delivery, response times, accuracy of documentation, and customer satisfaction.
4. Provide coaching, training, and performance reviews to build a high-performing team.
Client & Stakeholder Management
5. Serve as the escalation point for complex shipment issues, delays, customs challenges, or service failures.
6. Build strong relationships with key accounts, understanding their operational needs and service expectations.
7. Coordinate with carriers, hauliers, warehouses, and internal operations teams to ensure seamless service.
8. Provide proactive communication on shipment status, exceptions, and solutions.
Operational Coordination
9. Oversee booking processes, freight documentation (B/L, AWB, CMR, commercial invoices), and compliance checks.
10. Ensure accurate data entry into TMS/CRM systems and maintain shipment visibility.
11. Support coordination of import/export processes, customs clearance, and regulatory requirements.
12. Work closely with operations, planning, and sales teams to resolve bottlenecks and improve workflow.
Issue Resolution & Continuous Improvement
13. Investigate service failures, root causes, and implement corrective actions.
14. Identify process gaps and recommend improvements to enhance efficiency and customer experience.
15. Monitor freight trends, carrier performance, and client feedback to drive service enhancements.
16. Support implementation of new systems, tools, or process changes.
Reporting & Communication
17. Prepare reports on team performance, shipment exceptions, customer trends, and service metrics.
18. Communicate operational updates, priorities, and expectations clearly to the team.
19. Participate in cross‑department meetings to align service delivery with business goals.
Skills & Qualifications
Essential
20. Experience in freight forwarding, logistics, or supply chain customer service.
21. Strong understanding of air, ocean, or road freight processes and documentation.
22. Excellent communication and problem‑solving skills, especially under time pressure.
23. Ability to lead, motivate, and develop a team.
24. Proficiency with TMS/CRM systems and shipment tracking tools.
Preferred
25. Knowledge of customs procedures, Incoterms, and international trade regulations.
26. Experience managing key accounts or high‑volume freight customers.
27. Background in multimodal operations or specific trade lanes.
Key Competencies
28. Leadership & Team Development
29. Freight Operations Knowledge
30. Customer Focus & Relationship Building
31. Analytical Thinking & Issue Resolution
32. Process Improvement
33. Time Management & Prioritization
34. Clear and Confident Communication