Customer Service / Operations Manager

About Us

We are a leading regional logistics and freight forwarding organization with strong roots in Asia and an established presence across key international markets. With extensive expertise in ocean freight, air freight, trucking, warehousing, and integrated supply chain solutions, we are recognized for delivering reliable, customer-focused logistics services across the Trans-Pacific and intra-Asia trade lanes.

Backed by a strong regional network and strategic industry partnerships, we continue to expand our footprint and strengthen our market position within the global logistics industry. Our organization is driven by operational excellence, commercial agility, and a commitment to long-term customer relationships.

We are seeking an experienced and hands on Customer Service / Operations Manager to lead and manage Ocean Freight operations in Thailand, while also overseeing and coordinating other logistics services such as air freight, trucking, warehousing, and value added services.

The ideal candidate will ensure operational excellence, high customer satisfaction, regulatory compliance, and strong coordination between operations, sales, and overseas partners.

Key Responsibilities:

Ocean Freight Operations (Primary Focus)

• Lead and manage day to day ocean freight operations, including FCL, LCL, imports, exports, and cross trade shipments.
• Ensure timely execution of bookings, documentation, customs coordination, and delivery.
• Maintain compliance with Thai customs regulations, carrier requirements, and international shipping standards.

Customer Service & Cross Functional Coordination

• Act as the escalation point for key customers and operational issues, ensuring timely and effective resolution.
• Coordinate closely with sales teams to support customer requirements, pricing accuracy, and service commitments.
• Maintain strong working relationships with carriers, overseas agents, trucking vendors, and warehouse operators.

Multi Product Logistics Oversight

• Support and coordinate ad-hoc air freight, domestic trucking, warehousing, and value added services (e.g. packing, labeling, consolidation) as part of integrated logistics solutions.
• Ensure consistent service quality across all logistics products.

Team & Performance Management

• Lead, coach, and develop the customer service and operations team.
• Set clear KPIs related to service quality, productivity, and cost control.
• Monitor operational performance and implement continuous improvement initiatives.

Reporting & Controls

• Monitor operational costs and support branch profitability through efficient operations.
• Prepare regular operational and service performance reports for management.
• Ensure adherence to internal SOPs, controls, and compliance requirements.

Qualifications:

• Bachelor's degree in Logistics, Supply Chain, Business Administration, or related field.
• Minimum 5 years of experience in freight forwarding or logistics, with strong hands on ocean freight operations experience.
• Working knowledge of air freight, trucking, warehousing, and value added logistics services.
• Prior experience in a supervisory or managerial role is required.
• Strong leadership, coordination, and problem solving skills.
• Excellent communication skills in Thai and English (written and spoken); Mandarin/Chinese is an advantage.
• Proficient in MS Office and freight forwarding systems.