Singapore Station Manager (Customer Service and Operations Lead)

Position Summary

This role involves managing customer relationships, ensuring the timely and efficient handling of air freight and ocean freight shipments from end to end, and collaborating with various departments to enhance operational effectiveness.

Key Responsibilities

• Oversee and mentor the customer service and operations team, providing guidance and support to ensure high performance.
• Set and monitor key performance indicators (KPIs) for the station, such as on-time delivery, inventory accuracy, and cost control.
• Conduct regular team meetings and provide feedback, training and ongoing support to team members on airfreight procedures, customer service excellence, and industry regulations.
• Foster a positive work environment that encourages collaboration and professional growth.

• Develop and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
• Address customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.

• Collaborate with sales, and logistics teams to ensure seamless shipment processes and timely delivery of services.
• Monitor shipments and coordinate with carriers to resolve any issues that may arise.

• Identify opportunities for process improvements and implement corrective actions and process improvements to enhance customer service and operational efficiency.
• Analyze customer feedback and performance metrics to develop strategies for service enhancement.

• Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management.
• Utilize data to drive decision-making and improve service delivery.

• Bachelor’s degree in Logistic/Supply Chain Management, or related field
• 5 years of experience in freight forwarding with 1 - 2 years in a supervisory or team lead role.
• Strong knowledge of freight regulations, tariffs, and air and ocean shipping procedures.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.
• Proven leadership and team management experience.
• Proficient in freight forwarding software (e.g. Cargowise) and Microsoft Office Suite.
• Ability to thrive in a fast-paced, dynamic environment.