Job Description
We are seeking a highly motivated Customer Service & Operations Manager (Freight Forwarding) to join Infreight Logistics Pte Ltd. This key leadership role oversees end-to-end logistics operations and customer support, ensuring on-time shipments, accurate documentation, and exceptional client experiences across our freight network. You will shape and implement service standards, coordinate with carriers, warehouses and internal teams, and drive continuous improvement in a dynamic Singapore-based environment.
As a leader in our operations team, you will manage daily activities such as order processing, documentation, capacity planning, and exception handling. You will establish and monitor service level agreements, performance metrics, and risk controls to protect service quality while improving efficiency and cost-effectiveness. Your strong communication and relationship-building skills will enable you to collaborate with customers, partners, and cross-functional stakeholders to resolve issues, optimize routes, and ensure regulatory compliance. You will also mentor staff and build a culture of safety, accountability, and ongoing learning to sustain high service levels.
We offer a competitive salary and growth opportunities for someone who combines strategic thinking with hands-on execution. If you are passionate about logistics, enjoy leading a team, and excel in a fast-paced freight-forwarding environment, this is the role for you.
Responsibilities
- Lead the end-to-end customer service and operations for freight forwarding, ensuring accurate documentation, timely pickups and deliveries, and proactive exception management.
- Develop and manage service level agreements (SLAs) with customers and carrier partners; monitor adherence and drive improvements.
- Oversee day-to-day operations including order processing, invoicing, customs documentation, and shipment tracking across multiple modes.
- Collaborate with sales, warehouse, and carrier teams to optimize routing, capacity planning, and cost-control initiatives.
- Monitor KPIs (on-time performance, processing times, customer satisfaction) and implement data-driven process improvements.
- Lead, coach, and develop the customer service and operations team; manage escalations with a focus on swift, professional resolutions.
- Ensure compliance with regulatory requirements, Incoterms, and internal quality standards; drive continuous improvement initiatives.
Qualifications
- Bachelor's degree in Logistics, Supply Chain, Business, or related field.
- Minimum 5 years of experience in freight forwarding or logistics operations, with people leadership responsibilities.
- Strong communication, negotiation, and problem-solving skills; customer-focused mindset.
- Proficiency with ERP, WMS/TMS systems, data analysis, and reporting tools.
- Solid knowledge of Incoterms, customs clearance, export/import documentation, and regulatory compliance.
- Proven ability to thrive in a fast-paced environment and lead a high-performing team.
- Fluent in English; additional languages valued; excellent stakeholder management.