Freight Forwarding Operations Manager

Overview

An experienced Freight Forwarding Operations Manager is required to lead and develop a busy freight forwarding operation, overseeing a team of 16 staff with 2 direct reports. The successful candidate will have proven import and export freight forwarding experience, strong operational leadership skills and the ability to manage customer relationships while driving service excellence across all freight modes though focus of Ocean and Projects.

Key Responsibilities

Operational Management

• Manage the day-to-day operations of the freight forwarding department, ensuring efficient and compliant movement of import and export shipments.
• Lead, motivate, and develop a team of 15 operational staff through two direct-report supervisors/team leaders.
• Monitor team performance, productivity, and service delivery against agreed KPIs.
• Implement and improve operational procedures to enhance efficiency and customer satisfaction.
• Ensure compliance with customs regulations, industry standards and company policies.

Freight Forwarding & Quoting

• Provide accurate and competitive quotations for:
  • LCL / FCL
  • Project Cargo shipments and OOG
• Manage both import and export quotations across global trade lanes.
• Support the commercial team in securing new business opportunities through competitive pricing and operational expertise.
• Review market conditions and supplier rates to maintain profitability and service standards.

Customer Service & Relationship Management

• Act as the senior escalation point for customer queries and operational issues.
• Build and maintain strong relationships with key customers.
• Conduct regular customer visits to review service performance, identify opportunities, and strengthen partnerships.
• Ensure customer expectations are met through proactive communication and effective problem resolution.

Supplier Management

• Develop and maintain strong relationships with shipping lines, airlines, haulage providers, customs brokers, and overseas agents.
• Negotiate rates and service agreements with suppliers.
• Monitor supplier performance to ensure service levels and cost-effectiveness are maintained.
• Resolve supplier-related issues and drive continuous improvement initiatives

Team Leadership

• Manage recruitment, training, performance management, and succession planning activities.
• Provide coaching and mentoring to direct reports and wider operational staff.
• Foster a positive, collaborative, and customer-focused working environment.
• Conduct regular team meetings and performance reviews.

Skills & Experience Required

• Proven experience in a Freight Forwarding Operations Manager desirable
• Strong knowledge of both import and export freight forwarding processes.
• Experience managing LCL, FCL, and Project Cargo shipments.
• Previous responsibility for managing medium-sized operational teams.
• Strong commercial awareness with experience preparing freight quotations.
• Excellent customer relationship and stakeholder management skills.
• Experience in supplier negotiation and liaison.
• Strong problem-solving and decision-making abilities.
• Excellent communication and leadership skills.

Whats Offered

• Competitive salary and benefits package.
• Career development opportunities within a growing logistics business.
• Supportive and collaborative working environment.
• Opportunity to influence operational strategy and drive business growth.