Lead - Operations & Customer Support (Ocean & Air Freight)

Role Overview:

The Operations & Customer Support role will be responsible for overseeing end-to-end operations, including shipment tracking, documentation, payment processes, and customer communications. This role will focus on improving operational efficiency, strengthening customer relationships, and increasing the share of wallet through exceptional service. The role requires leading a team of 10 members spread across India and collaborating closely with internal and external stakeholders.

Role & responsibilities

• Track & Trace Management: Ensure real-time tracking and proactive monitoring of shipments to minimize delays and disruptions.
• Timely Documentation: Oversee and streamline all documentation processes, including Bill of Lading, customs paperwork, and regulatory compliance, to ensure seamless cargo movement.
• Payment Processing: Ensure timely release of payments to vendors and partners, while also managing receivables from customers.
• Customer & Partner Communication: Maintain transparent and effective communication with customers, freight partners, and internal teams to provide status updates, address concerns, and resolve escalations.
• Operational Efficiency & Process Improvement: Identify bottlenecks in operations and implement best practices to enhance service quality and turnaround time.
• Team Leadership & Development: Manage and mentor a team of 10 professionals across India, fostering a culture of accountability, collaboration, and continuous improvement.
• Performance Metrics & Reporting: Establish and track key performance indicators (KPIs) related to shipment handling, customer response times, and cost efficiency.
• Customer Retention & Growth: Drive initiatives to enhance customer experience, build stronger relationships, and increase revenue opportunities by expanding the share of wallet.

Preferred candidate profile

• 8+ years of experience in logistics, freight forwarding, or supply chain operations, with a focus on Ocean and Air Freight.
• Strong knowledge of international shipping regulations, customs procedures, and freight documentation.
• Proven experience in customer service, operations management, and process optimization.
• Leadership experience managing distributed teams across multiple locations.
• Excellent problem-solving, communication, and negotiation skills.
• Ability to work in a fast-paced, high-growth environment with a strategic mindset.

Why Join Us

• Opportunity to lead and shape the operations and customer support function for a leading logistics company.
• Work in a dynamic and growth-oriented environment with exposure to global logistics.
• Competitive compensation and career advancement opportunities.

If you are a results-driven professional with a passion for freight operations and customer success, we invite you to apply and be a part of our journey in transforming global logistics!