Branch Operations - Freight Forwarding

Key Responsibilities

Branch Operations

• Manage day-to-day branch operations and ensure smooth execution of freight forwarding shipments.
• Coordinate end-to-end shipment activities from booking through documentation, customs clearance, delivery and final closure.
• Monitor shipment milestones and proactively follow up on pending activities to avoid delays.
• Ensure adherence to customer SOPs, operational guidelines and agreed service levels.
• Maintain accurate and timely operational records, shipment updates and MIS.
• Identify and escalate operational issues and bottlenecks to ensure timely resolution.
• Ensure compliance with company processes and operational standards.

Customer Service

• Coordinate with customers on shipment status, documentation, schedules and operational requirements.
• Provide timely shipment updates and ensure prompt resolution of customer queries.
• Support the team in handling customer escalations and follow up for closure.
• Ensure consistent service delivery and adherence to customer-specific requirements.

Operational Coordination

• Coordinate with shipping lines, transporters, customs teams, warehouses, overseas offices and other service providers for smooth shipment execution.
• Follow up with internal and external stakeholders to ensure timely completion of operational activities.
• Support coordination between branch, central teams and overseas offices for shipment execution.
• Assist in the implementation of new customer accounts and operational requirements.

Documentation & Compliance

• Ensure accuracy and timely completion of shipping and operational documentation.
• Coordinate for Bills of Lading, delivery orders, invoices, shipping documents and other relevant operational documents.
• Ensure adherence to statutory, company and customer-specific compliance requirements.
• Maintain proper records and documentation for audit and operational reference.

Billing & Job Closure

• Coordinate with Finance for timely billing and submission of required documents.
• Ensure timely job closure and follow up on pending operational or documentation requirements.
• Identify billing discrepancies and coordinate with relevant teams for resolution.
• Support accurate revenue and cost capture for shipments.

Vendor & Carrier Coordination

• Coordinate with shipping lines, transporters, agents and other service providers for shipment execution.
• Follow up on bookings, schedules, equipment availability, documentation and delivery requirements.
• Monitor service provider performance and escalate recurring operational issues.
• Support effective utilization of approved vendors and service providers.

Operational Performance & Process Improvement

• Track key operational metrics and identify areas requiring improvement.
• Ensure timely updation of operational dashboards, trackers and MIS.
• Identify recurring operational issues and recommend practical solutions.
• Follow standard operating procedures and support implementation of process improvements and automation initiatives.
• Contribute to branch productivity, service quality and operational efficiency.