1. Job Purpose
Ensures timely execution of logistics activities, supports data analysis, and contributes to continuous improvement initiatives across the APAC region, requires strong coordination skills, attention to detail, and a proactive mindset to manage exceptions and support customer satisfaction.
2. Key Responsibility
Operational Execution
- Manage daily shipment activities and ensure compliance with SOPs and service standards.
- Coordinate with internal teams, carriers, and vendors to resolve operational issues.
- Monitor and manage carrier space allocation to ensure optimal utilization and service reliability.
- Handle spot quote requests, working with procurement and carriers to secure competitive pricing.
- Track and manage Demurrage & Detention (DnD) exposure, working with stakeholders to minimize cost impact.
- Support exception handling and escalate critical issues such as weather-related delays or port congestion.
- Investigate and resolve operational disputes related to shipment delays, charges, or service failures.
- Lead the damage claims process, ensure having deep understanding of claim circumstances and aim at customer benefit. Identify recurring claim root causes and suggest preventive action accordingly.
Customer & Stakeholder Support
- Act as a key point of contact for assigned customers, ensuring timely and professional communication.
- Coordinate with customer teams to align shipment planning, issue resolution, and service expectations.
- Support customer and vendor onboarding, pilot lane setup, and ongoing service reviews.
- Participate in regular customer calls and meetings, providing updates on performance and improvement actions.
- Build strong working relationships with internal and external stakeholders to ensure alignment and collaboration.
- Take ownership of assigned carrier relationships, acting as the focal point for operational escalations and service performance.
- Drive continuous improvement initiatives by:
- Collecting and analyzing customer feedback and operational pain points.
- Proposing and implementing process enhancements to improve service reliability, reduce lead times, and minimize cost.
- Collaborating with cross-functional teams to pilot new solutions or tools that enhance visibility and efficiency.
- Monitoring post-implementation results and adjusting strategies based on performance data and customer input.
Data & Reporting
- Analyze operational data to identify trends and improvement areas.
- Support KPI tracking, root cause analysis, and performance reporting.
- Ensure freight audit completeness by validating that all freight charges are accurately captured and documented.
- Maintain accurate records and documentation for audit and compliance purposes.
Process Improvement
- Collaborate with customers and internal teams to align forecasted volumes with carrier capacity.
- Identify opportunities to streamline processes and reduce manual workload.
- Support automation initiatives and contribute to best practice sharing across the region.
- Proactively manage risk scenarios (e.g., weather delays) and propose contingency plans to ensure service continuity.
3. Experience and Qualifications
- Minimum bachelor's degree in management or any related fields such as transport, logistics, supply chain etc.
- Minimum 24 years of experience in logistics, freight forwarding, or control tower operations
4. Competence Requirements
- Fluency in both written and spoken English is required.
- Effective communication skills and professional communication etiquette
- Strong computer (Windows PC) skills
- Detail-oriented with strong organizational skills.
- Ability to work under pressure and manage multiple priorities.
- Customer-focused mindset with a proactive approach to problem-solving.
- Team player with a willingness to learn and grow in a dynamic environment.
- Demonstrates a positive attitude toward feedback, open to listening, learning, and taking accountability.
