Customer Service and Operations Manager (HCM and HN)

The Company: Our client is an iconic e-commerce and traditional freight brand, with long standing history and significant ambitions to scale their presence across Asia Pacific.

Role & Responsibilities:

• Procurement & Optimization
  • Identify and secure the most efficient shipping options based on cost, transit time, and customer requirements.
  • Develop innovative logistics solutions, such as transshipments, to maximize efficiency.
  • Serve as the Control Tower for regional freight operations, ensuring smooth coordination.
• Team Leadership
  • Lead and mentor the customer service team, providing guidance to enhance performance and professional growth.
  • Foster a collaborative and high-performance work culture.
• Customer Relationship Management
  • Build and maintain strong relationships with key clients, ensuring exceptional service and satisfaction.
  • Address customer inquiries and resolve issues promptly and effectively.
• Operational Coordination
  • Work closely with sales and logistics teams to ensure seamless shipment execution and timely deliveries.
  • Monitor shipments, coordinate with carriers, and proactively resolve any operational challenges.
• Process Improvement
  • Identify opportunities to enhance customer service efficiency and implement industry best practices.
  • Analyze customer feedback and performance metrics to drive service enhancements.
• Training & Development
  • Provide training and ongoing support to team members on airfreight procedures, customer service excellence, and compliance with industry regulations.
• Reporting & Analysis
  • Generate regular reports on team performance, customer satisfaction, and operational metrics for senior management.
  • Leverage data-driven insights to optimize service delivery and decision-making.

Requirements:

• 7+ years of experience in freight forwarding, with expertise in airfreight operations.
• In-depth knowledge of freight regulations, tariffs, and international shipping procedures (air & ocean).
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities to build strong client and team relationships.
• Proficiency in freight forwarding software (CargoWise preferred) and Microsoft Office Suite.
• Fluency in English and the local official language.
• Ability to thrive in a fast-paced, dynamic work environment.

To apply, please send your updated CV to Hoa Tran at hoa.tran@cgptalent.com, quoting the job title or Click Apply Now.

Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified.