Sr. Operations Agent - Time Critical - Weekend Shift (Thur-Sun 04:00-14:00 HKT)

Key Responsibilities

• Documentation & Compliance
  • Generate and review airline bills, motor carrier bills of lading (BOL), export/import declarations, NAFTA/USMCA forms, and other domestic paperwork.
  • Maintain accurate records to meet corporate standards and regulatory requirements.
• Shipment Routing & Optimisation
  • Select the optimal mode of transport (ground, air, courier) for all U.S. and cross-border Canadian shipments.
  • Analyse cost-time trade-offs to balance service levels with budget objectives.
• Rate Negotiation & Carrier Management
  • Negotiate competitive rates and service agreements with motor carriers, freight forwarders, and couriers (e.g., UPS, DHL, FedEx).
  • Monitor carrier performance and recommend partnerships that drive cost savings and reliability.
• Brokerage Coordination
  • Liaise daily with customs brokers to provide import documentation, track entries, and expedite clearance for inbound shipments.
  • Troubleshoot and resolve brokerage issues to avoid delays or penalties.
• Sales Support & Quoting
  • Partner with domestic sales to gather weight/dimension data, prepare accurate freight quotes, and recommend the most economical carriers.
  • Empower sales teams with timely shipping insights and potential cost-saving strategies.
• Freight Bill Auditing
  • Audit domestic freight invoices for accuracy, identify billing discrepancies, and liaise with carriers to dispute or adjust charges.
  • Track audit outcomes and contribute to ongoing cost-control initiatives.
• Customer Service & Issue Resolution
  • Act as the primary point of contact for client inquiries and shipment status updates.
  • Investigate service failures or complaints, propose corrective actions, and follow through to client satisfaction.
• Relationship Management
  • Build and maintain strong, trust-based relationships with internal teams and external partners.
  • Consistently deliver exceptional service to strengthen customer loyalty.
• Other Duties
  • Undertake special projects and continuous-improvement initiatives as assigned by management.

Skills & Abilities

• Excellent verbal and written communication skills; intuitive listening and problem-solving abilities.
• Proven capacity to work under pressure in fast-paced environments and manage multiple priorities.
• Strong analytical mind with meticulous attention to detail.
• Proficient in TMS/ERP systems and the Microsoft Office suite.
• Client-focused, proactive attitude with a proven record of delivering service excellence.
• Quick learner with excellent memory recall of operational data, rates, and carrier guidelines.

Education & Experience

• Minimum of 3 years’ experience in freight operations, logistics, or a related field.
• At least 2 years’ practical experience with motor carriers, freight forwarders, or express couriers.
• High School Diploma or GED required; a Bachelor’s degree in Business, Supply Chain, or Logistics is preferred.