Job Title: Operation Manager / Deputy Branch Manager

Job Objective: Manage Customer Service departments and successfully develop the performance, team and individual personnel

Responsibilities, including but not limited to:

Accountable for the service performance and results of Air, Sea, Doc. departments
Lead and support the teams in the most professional manner
Ensure a high-quality customer service in line with local standards
Ensure accuracy of documents produced and data integrity in the transport system
Involve in the actual handling of door-to-door shipments
Issue quotations to customers and network where necessary
Conduct rate negotiations with carriers and subcontractors
Coordinate procurement activities with sales support and manage rate filing
Measure and monitor staff’s performance and service quality
Monitor the development of Job numbers, GP and GP per file on a monthly basis
Control file profitability through SAP and investigate low profit and loss files
Take action to improve file profitability, involving sales if necessary
Support month closing by closing jobs quickly and accurately
Report department performance/result and news monthly to Branch Manager
Take control of claims and ensure their details are entered to CRM
Maintain contact with key clients to ensure high levels of client satisfaction
Conduct monthly department meetings together with Branch Manager to review performance and share news
Coach and motivate team members, act as a role model
Participate in local training and join overseas education programs when needed
Support accounting with dunning process when required
Administer IATA license and RA license registrations
Foster company image and support continuous improvement actions

Qualifications:

Deputy Branch Manager