Operational Planning & Execution – Support the Operations Manager in daily planning, workload prioritization, and end-to-end shipment execution, ensuring compliance with customer SOPs and timely resolution of operational exceptions.
Performance & SLA Management – Monitor and drive SLA/KPI performance, identify service gaps and trends, coordinate recovery actions, and support operational performance reviews.
Customer & Escalation Management – Lead operational escalations, coordinate cross-functional stakeholders, and support customer meetings, reviews, and critical shipment communications.
Process Governance & Continuous Improvement – Maintain operational SOPs and reporting standards, lead RCCA and corrective actions, and identify opportunities to improve efficiency, data accuracy, and service quality.
Team & Manager Support – Coordinate daily Control Tower activities, provide guidance to Operations Specialists, support manpower and workload planning, and act as the Operations Manager’s delegate when required.
Reporting & Business Analytics – Prepare management and customer reports, ensure data accuracy, and provide operational insights to support decision-making, risk management, and continuous improvement.
Requirements
3–5 years of experience in freight forwarding, logistics operations, control tower, key account operations, customer service, or transport coordination.
Strong airfreight and/or multimodal logistics operational knowledge, including shipment execution, carrier coordination, documentation flow, milestone tracking, and exception management.
Good understanding of SOPs, SLAs, KPIs, shipment visibility, and customer service performance expectations.
Strong Excel skills, including pivot tables, lookup formulas, data cleaning, and basic dashboard/report preparation.
Ability to analyse operational data, identify trends or service gaps, and translate findings into practical actions.
Strong communication skills with the ability to interact professionally with customers, country teams, carriers, vendors, and internal stakeholders.
Comfortable working in a fast-paced, high-pressure environment with tight deadlines and high customer expectations.
Experience supporting customer reviews, performance reporting, or QBR preparation will be an advantage.
Diploma in Logistics, Supply Chain Management, Business, or a related discipline preferred.
Job details are sourced from the employer's original posting.
