Export Customer Service Manager (Freight & Air Forwarding)

Job Summary

• Responsible for supporting and overseeing daily ocean export operations activities, including Ocean and Air shipments.

• Ensures whole section smoothly coordination between internal cross sections and external stakeholders (customers, customs brokers, trucking, documentation, etc.) to deliver efficient, compliant, and timely service to clients. 

• Acts as a key point of contact for escalations and supports process improvement, team supervision, and compliance with operational standards.

Key Responsibilities

Operations

• Oversee and monitor the end-to-end ocean & Air export process

• Ensure accurate and timely data input into the system (e.g., job creation, milestones, BL issuance, AMS/ISF filings, etc.).

• Coordinate with internal such as documentation, trucking, and billing to ensure all shipment activities are completed as scheduled.

• Handle escalations from team members and provide timely solutions to both customers and internal.

• Monitor shipment progress and proactively communicate with customers on delays, relaive shipments issues, or changes.

• Ensure that SOPs are followed correctly and consistently by the team.

Team Supervision

• Assist in supervising the operations team for export shipments.

• Provide on-the-job training, guidance, and mentoring to junior staff and new hires.

• Monitor teams KPIs and daily task assignments, ensuring team performance meets service expectations.

• Conducting staff performance evaluations and recommending development plans.

Compliance & Documentation

• Ensure compliance with all international shipping regulations and internal company policies (e.g., export customs rules, shipping line cut-offs, AMS/ISF/ACI/ENS filings).

• Verify that all shipping documents (HBL, MBL, commercial invoice, packing list, COO, etc.) are correct and issued on time.

• Coordinate with customs brokers and trucking providers to ensure timely clearance and pickup.

Process Improvement & Quality Control

• Identify process bottlenecks or recurring issues and recommend improvements.

• Ensure accuracy and completeness of job costing and billing information before file closure.

Qualifications:

• At least Bachelors degree in Logistics or related field is preferred.

• Minimum of 3 years of experience in freight forwarding operation in ocean and air and lastest working experience is freight forwarder (preferred).

• Strong communication skills, problem-solver, able to work under pressure.

• Good command in spoken and written in English. also, if also fluently in Chinese will be given consideration as first priority.

• Stronger master of freight forwarding operations, documentation handling, regulations, and industry practices

• . Excellent communication skills, both verbal and written, with a strong customer service orientation

• Detail-oriented with strong organizational and multitasking abilities

• Computer literate in Ms Office, such as MS. Word, MS. Excel, MS. Outlook, PPT.

Your Career

• Being an Export Freight & Air customer service manager is challenging but equally rewarding. As an CS manager, you will have the opportunity to be a key contributor to monitor and organize whole team to provide better customer serivce to satify customers demand & request.

• You are confident in your abilities, making sure whole operation and documentation handling process are all comply and proceed smoothly. 

  Being part of our organization means you will be surrounded by amazing, smart and hardworking teammates.

=Welcome to join Worlwide-logistics big family, sincerely= 

Information :

• Company : Worldwide Logistics Services Thailand
• Position : Export Customer Service Manager (Freight & Air Forwarding)
• Location : บางรัก
• Country : TH