Operations Management & Team Supervision:
- Supervise and manage the daily operations team handling air freight, sea freight, land freight, and express shipments.
- Ensure smooth coordination between departments and monitor workflow efficiency.
- Support and guide team members to maintain high operational performance and service quality.
- Handle escalations and provide immediate operational solutions when needed.
- Operational Continuity (Hands-on Coverage): You are expected to serve as the primary operational backup. In the event of any staff absence (vacations, leaves, or emergencies) or during transitions (such as an
- employee leaving the company), you are fully responsible for stepping in and assuming their daily tasks and responsibilities immediately. This ensures that our service standards and client commitments remain uninterrupted at all times.
- Performance Tracking: Manage the team's daily attendance and punctuality, ensuring full operational coverage at all times.
- Incentive & Bonus Calculation: Take full ownership of calculating the team’s monthly commissions, performance bonuses, and any applicable deductions based on our KPI evaluation framework. You are expected to provide transparent, accurate data to management to ensure that rewarding high performance and addressing lapses are handled fairly and efficiently.
- KPI Implementation: You are responsible for monitoring and driving the team’s performance against set Key Performance Indicators (KPIs). You will act as a coach to the operations team, providing guidance and support to ensure that all operational benchmarks—ranging from shipment efficiency to cost-saving measures—are consistently met.
- Target Achievement: While your primary role is ensuring operational stability, you are tasked with aligning the team’s daily efforts with our company’s growth targets. You will be responsible for tracking individual and departmental progress, identifying performance gaps, and implementing corrective actions to ensure the team is positioned to earn performance-based incentives.
- ERP Oversight: You are responsible for ensuring that all operations staff are proficient in using our ERP system. You will monitor daily system inputs to ensure accuracy, data integrity, and full compliance with our standardized operational workflows.
- System Training & Compliance: Act as the primary point of contact for system-related operational queries. You are expected to continuously train team members on new system features, audit their work to ensure they are utilizing the ERP effectively, and identify any training gaps to maintain optimal operational efficiency.
Process Development & Problem Solving:
- Identify operational challenges and implement effective solutions to improve productivity and customer satisfaction.
- Develop and enhance operational procedures across all logistics services.
- Monitor shipment performance, service quality, and operational KPIs to ensure continuous improvement.
- Ensure compliance with company procedures and international logistics standards.
Sales Coordination & Business Growth:
- Coordinate closely with the sales department to ensure smooth service execution and customer satisfaction.
- Support the sales team by providing operational solutions, pricing coordination, and service recommendations.
- Maintain and support company sales growth through efficient operations and customer retention.
- Assist in developing new business opportunities and improving overall service performance.
Customer & Vendor Management:
- Maintain strong communication with customers, global agents, airlines, shipping lines, transport providers, and courier companies.
- Resolve customer concerns and operational issues professionally and efficiently.
- Ensure timely follow-up on bookings, shipments, documentation, and delivery status updates.
Reporting & Performance Monitoring:
- Prepare operational reports and provide regular updates to management.
- Monitor staff performance and ensure operational targets are achieved.
- Maintain accurate operational records and ensure proper internal coordination with finance and sales departments.
Financial Coordination & Operational Accuracy:
- Cost Verification & Financial Integrity: Serve as the final point of verification for all operational costs. Before any payment is processed by the Finance Department, you are responsible for auditing and validating all shipment invoices, ensuring that all costs are accurate, reconciled against agreed-upon tariffs, and fully documented.
- Payment Compliance: Proactively coordinate with the Finance department to ensure timely invoice approvals and settlements. Your primary objective in this capacity is to maintain seamless cash flow with our vendors and service providers, strictly avoiding any late payment penalties or service disruptions.
- Operational Records: Maintain rigorous and transparent operational records that bridge the gap between our field activities and financial reporting, ensuring all data is audit-ready.
Vendor & Carrier Rate Management:
- Add responsibility for negotiating rates with carriers and agents: Negotiate and maintain competitive freight rates with shipping lines, airlines, transport providers, and global agents to support company profitability and service quality.
Claims & Exception Management:
- Freight Managers are often responsible for handling operational issues and claims: Manage cargo claims, shipment disputes, delays, damages, and operational exceptions while ensuring timely resolution and customer satisfaction.
Profitability Control:
- To ensure focus on both operations and financial performance: Monitor shipment profitability and operational costs to ensure services are delivered within approved margins and company profitability targets.
Qualifications & Skills:
- Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related fields.
- Minimum 6 years of experience in freight forwarding and logistics operations.
- Previous supervisory or team leadership experience is highly preferred.
- Strong leadership and problem-solving abilities.
- Excellent organizational and multitasking skills.
- Ability to work under pressure and manage multiple operational activities simultaneously.
- Strong communication and negotiation skills.
- Proficiency in Microsoft Office tools (Excel, Outlook, Word).
- Fluent in English and Arabic.
