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:
- Minimum 5 years’ experience in the freight forwarding industry
- Minimum 3 years’ experience in airfreight or sea freight department
- Strong written and verbal communication skills (English and Japanese)
- Capable to work independently as well as within teams
- Skilled to negotiate rates with external parties
- Professional appearance, friendly and outgoing personality
- Proficiency in Microsoft Outlook, word, excel and powerpoint