Account Operations Assistant Manager

Crane Worldwide Logistics LLC; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Crane Worldwide Logistics LLC Singapore is seeking an experienced Operational Planner to support the Control Tower in daily planning and end-to-end shipment execution.

You will monitor SLA performance, coordinate escalations, maintain SOPs, and provide analytics to improve service quality. The role requires 3–5 years in freight/logistics operations and strong Excel skills.

Qualifications

• 3–5 years of experience in freight forwarding, logistics operations, control tower, key account operations, customer service, or transport coordination.
• Strong airfreight and/or multimodal logistics operational knowledge, including shipment execution, carrier coordination, documentation flow, milestone tracking, and exception management.
• Good understanding of SOPs, SLAs, KPIs, shipment visibility, and customer service performance expectations.
• Strong Excel skills and data handling capabilities.

Responsibilities

• Operational Planning & Execution – Support the Operations Manager in daily planning, workload prioritization, and end-to-end shipment execution.
• Performance & SLA Management – Monitor SLA/KPI performance, identify gaps, coordinate recovery actions, and support reviews.
• Customer & Escalation Management – Lead operational escalations and support customer meetings and communications.
• Process Governance & Continuous Improvement – Maintain SOPs and reporting, lead RCCA and corrective actions.
• Team & Manager Support – Coordinate daily Control Tower activities and guide Operations Specialists.
• Reporting & Business Analytics – Prepare management and customer reports, provide operational insights.

Skills

Freight forwarding

Logistics operations

Control tower

Customer service

Transport coordination

Education

Diploma in Logistics, Supply Chain Management, Business, or related discipline

Tools

Excel

Job description

• Operational Planning & Execution – Support the Operations Manager in daily planning, workload prioritization, and end-to-end shipment execution, ensuring compliance with customer SOPs and timely resolution of operational exceptions.
• Performance & SLA Management – Monitor and drive SLA/KPI performance, identify service gaps and trends, coordinate recovery actions, and support operational performance reviews.
• Customer & Escalation Management – Lead operational escalations, coordinate cross-functional stakeholders, and support customer meetings, reviews, and critical shipment communications.
• Process Governance & Continuous Improvement – Maintain operational SOPs and reporting standards, lead RCCA and corrective actions, and identify opportunities to improve efficiency, data accuracy, and service quality.
• Team & Manager Support – Coordinate daily Control Tower activities, provide guidance to Operations Specialists, support manpower and workload planning, and act as the Operations Manager’s delegate when required.
• Reporting & Business Analytics – Prepare management and customer reports, ensure data accuracy, and provide operational insights to support decision-making, risk management, and continuous improvement.

Requirements

• 3–5 years of experience in freight forwarding, logistics operations, control tower, key account operations, customer service, or transport coordination.
• Strong airfreight and/or multimodal logistics operational knowledge, including shipment execution, carrier coordination, documentation flow, milestone tracking, and exception management.
• Good understanding of SOPs, SLAs, KPIs, shipment visibility, and customer service performance expectations.
• Strong Excel skills, including pivot tables, lookup formulas, data cleaning, and basic dashboard/report preparation.
• Ability to analyse operational data, identify trends or service gaps, and translate findings into practical actions.
• Strong communication skills with the ability to interact professionally with customers, country teams, carriers, vendors, and internal stakeholders.
• Comfortable working in a fast-paced, high-pressure environment with tight deadlines and high customer expectations.
• Experience supporting customer reviews, performance reporting, or QBR preparation will be an advantage.
• Diploma in Logistics, Supply Chain Management, Business, or a related discipline preferred.