Operations Manager

1. Manage daily freight forwarding activities, including coordination of shipments, import/export processes, and warehousing operations.
2. Proactively follow up with carriers/agents to ensure timely arrival of shipments.
3. Coordinate shipping instructions and communicate with customers to ensure smooth shipment handling.
4. Prepare shipping instructions and coordinate shipments with shipping lines.
5. Send arrival notices to customers, keeping them informed of shipment status.
6. Follow up with clients to address any queries or concerns they may have.
7. Ensure accuracy of invoices, bills of lading, shipping statements, and achievement of key performance indicators (KPIs).
8. Liaise with shippers/consignees, truckers, and customs clearance brokers to facilitate efficient operations.
9. Maintain strong relationships with agents worldwide to support global operations.
10. Identify and explore new business opportunities and potential markets.
11. Collaborate with the accounting department to handle invoicing and financial aspects of operations.
12. Foster and maintain positive relationships with shipping lines to optimize service levels.
13. Develop team members through training and performance management to maximize their potential.
14. Ensure cross-training for all positions is completed and documented to promote operational flexibility.
15. Maintain a customer-focused approach and promptly address inquiries and complaints using established guidelines.
16. Take ownership of customer complaints and queries, proactively following through to resolution.
17. Perform various customer service activities, including upselling, to enhance customer satisfaction and business growth.
18. Effect necessary communication and motivation to staff. Monitors individual performance via observation and review of various productivity metrics. Counsels and disciplines as necessary.