Drake International

We are seeking a highly motivated Customer Service Operations Specialist to join our client's dynamic team. The ideal candidate should have a background in freight forwarding, exceptional customer service skills and operational experience. This role involves managing customer relationships, ensuring the timely and efficient handling of airfreight and ocean freight shipments from end to end, and collaborating with various departments to enhance operational effectiveness.

Key Responsibilities

• Select the best shipping options based on rates, transit time, and customer needs.
• Develop efficient solutions like transshipments to optimize operations.
• Oversee the region as the Control Tower.

Team Leadership

• Manage and support the customer service team to ensure high performance.
• Foster a positive, collaborative work environment.

Customer Relations

• Build strong client relationships to meet and exceed expectations.
• Address customer concerns promptly to maintain satisfaction.

Operational Coordination

• Collaborate with sales and logistics teams for smooth shipment processes and timely deliveries.
• Monitor shipments and resolve issues with carriers.

Process Improvement

• Identify and implement process improvements to enhance efficiency and customer service.
• Analyze feedback and performance data to develop service improvement strategies.

Training and Development

• Train and support the team on airfreight procedures, customer service, and regulations.

Reporting and Analysis

• Prepare reports on team performance, customer satisfaction, and operations for senior management.
• Use data to improve decision-making and service delivery.

Qualifications

• Minimum 3 years of experience in freight forwarding, with strong operational knowledge.
• Expertise in freight regulations, tariffs, and shipping procedures.
• Excellent communication and leadership skills.
• Proficient in Cargowise and Microsoft Office.
• Fluent in English and local language.
• Able to thrive in a fast-paced environment.

What We Offer

• Competitive salary and benefits.
• Career growth opportunities.
• Dynamic and supportive work culture.

If you are interested for a career move please reach out to Pol Villabroza. Email: [email protected] or call us at +65 6645 4543.