Logistics Operations Support Specialist

Key Responsibilities

1. Shipment Coordination & Monitoring

• Coordinate day-to-day international and domestic shipments (air, sea, LCL/FCL).
• Monitor pre-alerts, bookings, vessel/flight schedules, and delivery timelines.
• Ensure timely communication of shipment status to clients and internal stakeholders.
• Track and update milestones in the operations tracker (booking, departure, arrival, delivery, billing).
• Escalate any shipment irregularities, delays, or discrepancies to the Operations Manager immediately.

2. Documentation Management

• Receive, review, and verify shipping documents such as Commercial Invoice, Packing List, Bill of Lading / Air Waybill, Import/Export Permits, Certificate of Origin, and Delivery Orders.
• Coordinate with the Brokerage team for clearance filing and document completeness.
• Maintain organized digital and physical files per shipment (audit-ready and properly named).
• Ensure that all required documentation is transmitted accurately and on time.
• Prepare turnover files for billing and archiving upon shipment completion.

3. Client & Partner Coordination

• Serve as support contact for client inquiries regarding shipment status, documents, and updates.
• Coordinate with shipping lines, airlines, and agents for booking confirmation, rate validation, and delivery instructions.
• Support communication with truckers, warehouse teams, and service providers to ensure timely pickup and delivery.
• Maintain professional and courteous communication with clients and business partners.

4. Systems, Reporting & Compliance

• Update internal trackers, dashboards, and shipment logs daily.
• Assist in preparing monthly performance and cost reports as required.
• Ensure operational compliance with company SOPs, BOC regulations, and shipping line requirements.
• Support preparation of audit reports and internal compliance checks.
• Observe data privacy, confidentiality, and documentation integrity at all times.

5. Operations Support & Coordination

• Provide administrative and coordination support to the Operations, Brokerage, and Accounting teams.
• Coordinate billing turnovers and assist in verifying supporting documents before submission.
• Maintain updated records of supplier and partner contacts for operational use.
• Participate in continuous improvement activities (process documentation, efficiency tracking, SOP updates).

6. Service Quality & Customer Care

• Ensure that all shipments are handled with accuracy, urgency, and professionalism.
• Communicate proactively with clients regarding potential issues or delays.
• Provide after-service follow-up when required to confirm delivery satisfaction.
• Support client retention through consistent service reliability and proper documentation.

Performance Indicators (KPIs)

• On-time updates and accurate documentation (≥98%)
• Zero major non-conformance findings in audit
• Daily tracker completeness and timeliness
• High client satisfaction and positive feedback from internal teams
• Compliance with standard turnaround times (SLA-based performance)