Customer Service & Operations Lead

About the role

We are seeking an experienced Customer Service & Operations Lead to manage the end‑to‑end logistics for a VIP account. The role combines customer‑facing communication with hands‑on operational oversight, ensuring shipments are booked, executed and reported on time while meeting all performance targets.

Key responsibilities

• Lead daily customer service and operational activities for the assigned VIP account.
• Coordinate space booking, carrier arrangements and creation of House Bills of Lading (HBL) and Delivery Orders (DO) in the system.
• Provide milestone updates, supervise loading, manage changes and liaise with warehouses.
• Ensure every shipment is planned, executed and reported according to KPIs and customer expectations.
• Maintain accurate, KPI‑driven data entry across all logistics systems.

Required profile

• Minimum 5 years of experience in freight forwarding or ocean export operations.
• Previous team‑lead or supervisory experience.
• Strong knowledge of FCL/LCL booking, HBL/DO issuance, SI/VGM, MSDS/LOI and carrier cut‑off management.
• Excellent written and spoken English with proactive key‑account communication skills.
• Highly organized with strong problem‑solving abilities.

Required skills

• Booking Management
• Export Operations
• Customs Clearance
• Carrier Management