Key Responsibilities
-Lead and manage the CS team supporting air & ocean freight forwarding (coverage, workflow, escalations).
-Own service KPIs: response time, milestone updates, exception resolution, documentation accuracy.
-Build and enforce SOPs for shipments: booking, pre-alert, BL/AWB, permits coordination, POD, billing triggers.
-Partner with other departments to ensure clean handovers and proactive updates to customers.
-Run root-cause analysis on delays, rollovers, documentation errors, disputes/claims and implement fixes.
-Standardize customer communication templates and escalation pathways for key accounts.
-Support compliance and audit readiness for trade documentation and internal controls.

MUST-HAVE Requirements (Non-Negotiable)
-Minimum 4–5 years experience in freight forwarding / shipping line / NVOCC / 3PL logistics (customer service or operations-facing).
-Proven experience managing shipment workflows and documentation such as BL/AWB, booking, pre-alert, invoice triggers, POD, and coordination with carriers/agents.
-Experience handling exceptions: delays, rollovers, documentation discrepancies, shipment disputes/claims.
-Leadership experience managing a team and running KPIs / SOP discipline.
-Strong communication and stakeholder management across different departments.