Operations Manager Sea Freight
Job Summary
The Operations Manager will oversee sea freight operations, ensuring efficient import/export clearance and process compliance. The role involves leading a team, managing vendor relationships, and monitoring performance KPIs to meet customer requirements. You will also drive process improvements and handle escalated operational issues to ensure minimal service disruption.
Responsibilities
- Manage end-to-end import/export operations and customs clearance
- Lead, mentor, and evaluate the operational team
- Oversee vendor relationships and negotiate service agreements
- Monitor performance KPIs and drive process digitalization
- Handle complex operational escalations and customer service
Required Skills
- 5-8 years of freight forwarding/shipping experience
- Proficiency in K1 declarations and customs procedures
- Strong knowledge of FMS and ERP systems
- Proven leadership and crisis management skills
- Excellent communication in English
Job Details
Responsibilities:
Managerial Tasks: Act as the first point of contact for onboarding new customers, including coordination, quotation preparation, and handling agent appointment documentation. Verify the accuracy of operational claims and oversee proper billing procedures. Monitor and manage the renewal schedule of Bank Guarantees (BG) for relevant accounts. Track license renewals and new account registrations for both EL Total Logistics Sdn Bhd and EL Marine Services Sdn Bhd.
Operational Tasks:
- Import Operations: Monitor incoming shipments, update billing, ensure documentation accuracy, record shipments in the Freight Management System, and ensure timely release of EDO.
- SMK Operations: Oversee K1 declarations, duty payments, and status updates.
- Export Operations: Manage inquiries within 48 hours, prepare accurate cost-based quotations, and ensure profitability.
- Accounts: Resolve billing discrepancies.
- Container Operations: Ensure inspections and Customs clearance within 1–2 days of discharge.
Customer Service: Respond professionally to inquiries via email, WhatsApp, WeChat, and phone. Coordinate with hauliers and resolve customer complaints.
Compliance and Risk Management: Ensure compliance with international shipping regulations and local customs laws. Manage operational risks like cargo delays, demurrage, and detention.
Team Leadership: Oversee the sea freight team, manage workflow, delegate tasks, conduct performance reviews, and support professional development.
KPI and Performance Monitoring: Define, track, and report on key performance indicators like clearance times and billing accuracy. Analyze performance and recommend improvements.
Vendor and Partner Management: Maintain relationships with shipping lines, hauliers, and customs brokers. Negotiate agreements and evaluate vendor performance.
Crisis Handling: Act as the escalation point for urgent issues like port congestion or system outages.
Digitalization and Process Improvement: Utilize and optimize the Freight Management System, proposing automation to reduce manual errors.
Requirements:
- Bachelor's Degree/Diploma in Logistics, Supply Chain, or related field.
- 5–8 years of experience in freight forwarding, shipping, or customs clearance.
- 2–3 years in a supervisory or managerial role.
- Solid knowledge of import/export processes, K1 declarations, EDO releases, and Incoterms.
- Proficient in FMS, ERP systems, and Microsoft Office.
- Ability to lead teams, manage multiple priorities, and resolve complex operational crises.
- Excellent communication in English; proficiency in Mandarin or Bahasa Malaysia is an advantage.
- Detail-oriented, proactive, and committed to continuous improvement.