Customer Solutions - Air and Ocean Freight

Rhenus Logistics Inc.; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Rhenus Group in the Philippines seeks a proactive Customer & Operations Management professional to manage air and sea shipments from start to finish while maintaining clear customer communication. You will coordinate with airlines, carriers, customs brokers, and service providers to ensure on-time cargo movement and compliant documentation.

The role emphasizes proactive problem-solving, escalation handling, and continuous improvement in operational processes to meet service levels and regulatory

Responsibilities

• Act as the primary point of contact for customers for all assigned air and sea shipments and serve as the first escalation point for operational issues.
• Proactively explain air and ocean freight procedures, regulatory requirements, timelines, and documentation needs to shippers and consignees.
• Provide timely, practical, and customer-focused solutions during operational disruptions or escalations.
• Ensure smooth end-to-end operational execution from booking confirmation through final delivery at destination.
• Maintain proactive and transparent communication with customers on shipment status, delays, and corrective actions.
• Handle air and sea shipments including general cargo, consol shipments, dangerous goods, and other special cargo as applicable.
• Coordinate bookings and space allocation with airlines and carriers in line with agreed rates and service levels.
• Ensure accurate preparation, verification, and release of HAWB and MAWB prior to cargo acceptance and uplift.
• Coordinate closely with airlines, shippers, customs brokers, warehouses, and trucking providers to ensure on-time cargo movement.
• Monitor uplift, transit, arrival handling, and final delivery performance in line with operational KPIs.
• Identify and prevent potential delays related to customs clearance, documentation gaps, or operational milestones.
• Ensure strict adherence to on-time performance KPIs and internal data quality standards.
• Maintain accurate and timely milestone and status updates in the operational system with 100% data accuracy.
• Ensure system KPIs are met for job creation, contact setup, milestone updates, and job closure.
• Create and maintain finance-related documents in the operational system, including Accounts Receivable and Accounts Payable.
• Ensure all jobs are closed on time in the operational system in accordance with company policies.
• Ensure timely receipt of complete, accurate, and compliant shipping documents from customers and partners.
• Prepare, verify, and archive all required air and ocean freight documentation prior to shipment departure and arrival.
• Maintain complete and audit-ready job files, including HAWB, MAWB, invoices, customs documentation, and regulatory permits.
• Ensure compliance with air and ocean freight regulations, airline requirements, carriers, customs rules, and internal SOPs.
• Prevent shipment delays, penalties, or service failures caused by missing, incorrect, or late documentation.
• Coordinate closely with Sales, Operations, Documentation, Finance, overseas offices, airlines, and service providers to ensure seamless execution.
• Support sales and customer solutions teams by providing operational input on routing, transit times, and service feasibility.
• Identify recurring operational issues and contribute to process improvement initiatives to enhance service quality and efficiency.
• Perform other reasonable duties or tasks as assigned to support operational and business requirements.

Job description

Customer & Operations Management

• Act as the primary point of contact for customers for all assigned air and sea shipments and serve as the first escalation point for operational issues.
• Proactively explain air and ocean freight procedures, regulatory requirements, timelines, and documentation needs to shippers and consignees.
• Provide timely, practical, and customer-focused solutions during operational disruptions or escalations.
• Ensure smooth end-to-end operational execution from booking confirmation through final delivery at destination.
• Maintain proactive and transparent communication with customers on shipment status, delays, and corrective actions.

Air and Sea Operations

• Handle air and sea shipments including general cargo, consol shipments, dangerous goods, and other special cargo as applicable.
• Coordinate bookings and space allocation with airlines and carriers in line with agreed rates and service levels.
• Ensure accurate preparation, verification, and release of HAWB and MAWB prior to cargo acceptance and uplift.
• Coordinate closely with airlines, shippers, customs brokers, warehouses, and trucking providers to ensure on-time cargo movement.
• Monitor uplift, transit, arrival handling, and final delivery performance in line with operational KPIs.
• Identify and prevent potential delays related to customs clearance, documentation gaps, or operational milestones.

KPI & System Compliance

• Ensure strict adherence to on-time performance KPIs and internal data quality standards.
• Maintain accurate and timely milestone and status updates in the operational system with 100% data accuracy.
• Ensure system KPIs are met for job creation, contact setup, milestone updates, and job closure.
• Create and maintain finance-related documents in the operational system, including Accounts Receivable and Accounts Payable.
• Ensure all jobs are closed on time in the operational system in accordance with company policies.

Documentation Management

• Ensure timely receipt of complete, accurate, and compliant shipping documents from customers and partners.
• Prepare, verify, and archive all required air and ocean freight documentation prior to shipment departure and arrival.
• Maintain complete and audit-ready job files, including HAWB, MAWB, invoices, customs documentation, and regulatory permits.
• Ensure compliance with air and ocean freight regulations, airline requirements, carriers, customs rules, and internal SOPs.
• Prevent shipment delays, penalties, or service failures caused by missing, incorrect, or late documentation.

Stakeholder Coordination and Continuous Improvement

• Coordinate closely with Sales, Operations, Documentation, Finance, overseas offices, airlines, and service providers to ensure seamless execution.
• Support sales and customer solutions teams by providing operational input on routing, transit times, and service feasibility.
• Identify recurring operational issues and contribute to process improvement initiatives to enhance service quality and efficiency.
• Perform other reasonable duties or tasks as assigned to support operational and business requirements.