Assistant Manager – Freight Forwarding / Logistics

Position Title: Assistant Manager

Industry: Freight Forwarding / Logistics

Department: Customer Service

Role Overview

The Customer Service Assistant Manager will be responsible for overseeing customer service and operational coordination for Air and Sea Export shipments. This role involves leading the operations team, acting as the primary escalation point for customers and stakeholders, ensuring high levels of customer satisfaction, and maintaining smooth coordination across internal and external partners.

The role plays a key part in driving operational excellence, service quality, and revenue realization.

Key Responsibilities

• Lead and manage the Operations Team handling Air and Sea Export shipments, ensuring timely and accurate execution.
• Act as the primary escalation point for customers, shipping lines, airlines, agents, and internal stakeholders.
• Ensure high customer satisfaction through proactive communication, timely updates, and effective issue resolution.
• Coordinate with overseas agents for shipment tracking, updates, and final delivery arrangements.
• Maintain close coordination with port authorities, terminals, and operational staff.
• Monitor daily operations to ensure adherence to service levels and company processes.
• Ensure accurate and timely invoicing and follow up on outstanding receivables.
• Maintain professional verbal and written communication with all stakeholders.
• Use ERP systems and operational tools for documentation, tracking, and reporting.
• Support management in identifying and implementing process improvements.

Required Skills & Competencies

• Strong knowledge of freight forwarding operations, especially Air and Sea Exports.
• Excellent communication, coordination, and interpersonal skills.
• Proven ability to manage escalations and resolve customer issues.
• Strong organizational and multitasking skills.
• Proficiency in ERP systems, MS Office, and basic computer applications.
• Customer-focused approach with attention to detail and accountability.

Qualifications & Experience

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field (preferred).
• 3–5 years of experience in freight forwarding or logistics operations.
• Prior experience in a supervisory or assistant managerial role is an advantage.