Responsibilities:Lead, mentor, and engage team members to ensure adherence to SOPs, foster best practices, and promote a customer-centric approach in all operations Oversee and manage cargo booking, tracking, and updates across all shipment types, including FCL, LCL, FTL, LTL, air, and parcel. Ensure seamless end-to-end customer service, from booking to delivery Maintain strong relationships with customers through consistent, proactive engagement. Address complex customer needs and inquiries, escalating and resolving issues promptly Facilitate clear and ongoing communication with customers, carriers, and internal teams to maintain operational transparency and efficiency Ensure all customer accounts are accurately documented and readily accessible for team use, maintaining data accuracy in Cello and related systems Analyze service and cost data, identifying trends and opportunities for cost savings and operational enhancements. Lead the implementation of process improvements to elevate performance and reduce expenses Generate regular reports (e.g., service failure, claims, P/L) to monitor trends and support informed decision-making Identify operational challenges, collaborate with management to devise strategic solutions, and provide insights to drive long-term improvements Facilitate effective communication with other branches, travel as required, and collaborate with branch teams to troubleshoot and resolve issues.
