Operations Manager

Job Summary

Responsible for executing day-to-day operational tasks for assigned clients within the region, ensuring accurate shipment processing, effective communication with clients and agents, and maintaining up-to-date operational data and reports.

Responsibilities

• Receive and verify shipment information from clients, including invoices, HAWB, packing lists, and datasheets
• Process shipment documents accurately and timely
• Distribute shipment documents and information to agents across APAC and IOR offices in NL and CL
• Track shipments using web platforms (DHL, FedEx, UPS) and liaise with agents or offices in different countries to monitor shipment status
• Resolve operational issues autonomously to maintain smooth shipment processes
• Prepare, update, and share client-requested reports on shipment status and related matters
• Coordinate phone calls with agents and clients to address and resolve shipment issues
• Upload shipment information into the company's operative system (IGOR) and maintain accurate, updated records
• Organize and archive shipment-related documents in internal systems and files
• Maintain updated service rates and files within IGOR
• Provide reports as requested by management regarding shipment status and operational matters
• Maintain regular communication with foreign clients to provide shipment status updates
• Assist in attending conference calls and meetings, prepare meeting minutes, and follow up on action items
• Support quotation and rate preparation processes
• Maintain ongoing communication with clients, agents, and other IOR Global regional offices to ensure alignment and information flow
• Input and maintain accurate data in IGOR and Basecamp according to corporate policies and system requirements
• Escalate unresolved issues or those requiring strategic decisions to the Regional Manager
• Support preparation of Quarterly Business Reviews (QBRs)
• Implement, administer, and maintain operational processes including client workbooks, country appendices, regional invoice templates, and agent details
• Actively support operational implementations and improvements
• Provide administrative and operational support as needed by the company
• Engage directly with national and international suppliers and clients via email, phone, and occasional face-to-face meetings

Required competencies and certifications

• Fluent proficiency in English to ensure clear communication with international clients and teams

Preferred competencies and qualifications

• Graduate or currently pursuing studies in International Trade, Logistics, Customs, or Compliance
• High-level user proficiency in computer applications including Microsoft Outlook, Word, Excel, and PowerPoint
• Knowledge of additional languages is an advantage