About this role
Key Responsibilities
• 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.