Senior Operations Agent - Time Critical

Key Responsibilities

• Documentation & Compliance: Generate and review airline bills, motor carrier bills of lading (BOL), export/import declarations. Maintain accurate records to meet corporate standards and regulatory requirements.
• Shipment Routing & Optimisation: Select the optimal mode of transport (ground, air, courier). Analyse cost-time trade-offs to balance service levels with budget objectives.
• Rate Negotiation & Carrier Management: Negotiate competitive rates and service agreements with motor carriers, freight forwarders, and couriers. Monitor carrier performance and recommend partnerships that drive cost savings and reliability.
• Brokerage Coordination: Liaise daily with customs brokers to provide import documentation, track entries, and expedite clearance for inbound shipments. Troubleshoot and resolve brokerage issues to avoid delays or penalties.
• Sales Support & Quoting: Partner with domestic sales to gather weight/dimension data, prepare accurate freight quotes, and recommend the most economical carriers. Empower sales teams with timely shipping insights and potential cost-saving strategies.
• Freight Bill Auditing: Audit domestic freight invoices for accuracy, identify billing discrepancies, and liaise with carriers to dispute or adjust charges. Track audit outcomes and contribute to ongoing cost‑control initiatives.
• Customer Service & Issue Resolution: Act as the primary point of contact for client inquiries and shipment status updates. Investigate service failures or complaints, propose corrective actions, and follow through to client satisfaction.
• Relationship Management: Build and maintain strong, trust‑based relationships with internal teams and external partners. Consistently deliver exceptional service to strengthen customer loyalty.
• Other Duties: Undertake special projects and continuous‑improvement initiatives as assigned by management.