FREIGHT OPERATIONS LEAD asyad

Role Objective:To lead the customer service function for freight forwarding (Air, Sea, Road) by ensuring seamless execution of shipments from quotation confirmation until job closure. This role supervises junior staff, ensures compliance with regulations and KPIs, and acts as the primary commercial-operations link for clients, maintaining high service quality and customer satisfaction.

StrategicClient Ownership & Service Delivery

• Act as the primary point of contact for assigned clients post-quotation confirmation.
• Ensure timely communication of shipment milestones, proactive exception handling, and client updates.
• Resolve service issues collaboratively with clients, carriers, and internal teams.
• Maintain high customer satisfaction and long-term relationships.

Shipment Coordination & Execution Oversight

• Oversee planning and coordination of domestic and international shipments (Air, Sea, Road).
• Supervise junior staff preparing shipping documents (BL, MAWB, invoice, packing list, customs paperwork).
• Ensure all documents comply with trade regulations and match agreed terms.
• Liaise with carriers, agents, customs brokers, and trucking companies for smooth execution.

Compliance & Quality Assurance

• Stay up to date with customs regulations and ensure smooth clearance processes.
• Ensure all invoices align with quotations and internal KPIs.
• Monitor demurrage, detention, and service failures — implement corrective actions.
• Conduct regular file reviews and close jobs promptly for invoicing readiness.

Team Leadership & Development

• Supervise 2–3 junior customer service officers.
• Assign daily tasks, monitor progress, and review outputs.
• Provide coaching and feedback to improve performance and service standards.
• Escalate issues to the Freight Forwarding Manager where needed.

Reporting & Continuous Improvement

• Generate and review shipment reports on transit times, delivery performance, and client SLAs.
• Track and analyse exceptions, root causes, and implement process improvements.
• Support system usage (FRESA, tracking tools) to ensure real-time visibility.
• Contribute to developing standard operating procedures (SOPs) and training