Ocean Freight Manager

C.H. Robinson Freight Services; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading global logistics company in Singapore is seeking a Manager of Operations to oversee quality execution and direction of global forwarding activities. This role involves coaching and leading a diverse team while promoting growth and enhancing customer satisfaction. The ideal candidate will possess significant industry experience, strong leadership skills, and the ability to manage people effectively. This is a pivotal role for ensuring operational excellence and embedding a customer-centric culture across the operations team.

Qualifications

• 5 years of experience in Global Forwarding Transportation for Ocean.
• 3 years of direct people management experience.
• Ability to travel up to 10% as required.

Responsibilities

• Accountable for global forwarding operations.
• Coach and lead the product operations team.
• Ensure adherence to customer service level agreements.

Skills

Leadership skills

Customer service

Problem-solving

Analytical skills

Organizational skills

Emotional intelligence

Education

High School Diploma or GED

Bachelor’s degree from an accredited institution

Job description

POSITION SUMMARY

The Manager Department will be accountable for quality execution, oversight, and overall direction of activities related to global forwarding operations. They will spend the majority of their time coaching, planning, leading, and directing the performance of the product’s operations. The Manager Department must possess excellent organization, leadership, talent development, customer service, and relationship-building skills to be successful in this very demanding position.

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Leadership

• Promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction.
• Instill professionalism, ensure adherence to policy and procedures, and encourage consistency of process.
• Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports.
• Play major role in recruitment, onboarding, and continuous development of talent.
• Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews.

Communication

• Regularly share industry news, department changes, and process updates to department.
• Draft client advisories on relevant trade, market, and regulatory updates.
• Provide guidance to employees on how to respond to challenging customer scenarios.

Strategy

• Maintain monthly balanced scorecard of department performance.
• Lead and participate in pricing and process negotiations.
• Collaborate with branch leadership teams to deliver effective problem resolution and process improvement.
• Set quantitative, qualitative, and personalized objectives for Department supervisors.
• Design, control, and maintain the process for successful service delivery.

Customer Service

• Uphold our customer SLA (service level agreements).
• Serve as a role model in developing relationships with clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems.
• Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered.
• Mentor employees to deliver quality business reviews.
• Conduct business reviews and support sales efforts.
• Troubleshoot and design solutions for challenging customer scenarios.

Operations

• Assign and ensure proper setup for new business onboarding.
• Mitigate operating expenses by actively managing resources against activity forecasts.
• Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance.
• Quickly and effectively resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers.
• Monitor and maintain control over accounts receivable/accounts payable.
• Manage and revise best practice and SOP materials.
• Confirm that the supervisors and operations staff have the tools, time, and support they need to successfully service the customers.
• Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency.
• Other duties or responsibilities as assigned according to the team and/or country specific requirements.

QUALIFICATIONS

Required

• High School Diploma or GED.
• Site Specific: Bachelor’s degree from an accredited college or university.
• Minimum 5 years of Global Forwarding Transportation experience for Ocean.
• Minimum 3 years of direct people management experience.
• Strong industry operational excellence experience, project management experience and continuous improvement experience.
• Ability to travel up to 10% (domestically and internationally).
• Site Specific: Advanced/ Fluent level of English (oral and written communication).

Preferred

• Bachelor’s degree from an accredited college or university.
• Strong analytical and problem-solving skills.
• Proven flexibility & adaptability to product and customer needs.
• Time management and organizational skills.
• High emotional intelligence, situational leadership, and coaching techniques.
• Excellent written & verbal communication skills.
• Understanding of financial statements and key performance metrics.
• Track record of building strong customer relationships.
• Values a diverse and inclusive work environment.