Key Responsibilities Branch Operations • Manage day-to-day branch operations and ensure smooth execution of freight forwarding shipments. • Coordinate end-to-end shipment activities from booking through documentation, customs clearance, delivery and final closure. • Monitor shipment milestones and proactively follow up on pending activities to avoid delays. • Ensure adherence to customer SOPs, operational guidelines and agreed service levels. • Maintain accurate and timely operational records, shipment updates and MIS. • Identify and escalate operational issues and bottlenecks to ensure timely resolution. • Ensure compliance with company processes and operational standards. Customer Service • Coordinate with customers on shipment status, documentation, schedules and operational requirements. • Provide timely shipment updates and ensure prompt resolution of customer queries. • Support the team in handling customer escalations and follow up for closure. • Ensure consistent service delivery and adherence to customer-specific requirements. Operational Coordination • Coordinate with shipping lines, transporters, customs teams, warehouses, overseas offices and other service providers for smooth shipment execution. • Follow up with internal and external stakeholders to ensure timely completion of operational activities. • Support coordination between branch, central teams and overseas offices for shipment execution. • Assist in the implementation of new customer accounts and operational requirements. Documentation & Compliance • Ensure accuracy and timely completion of shipping and operational documentation. • Coordinate for Bills of Lading, delivery orders, invoices, shipping documents and other relevant operational documents. • Ensure adherence to statutory, company and customer-specific compliance requirements. • Maintain proper records and documentation for audit and operational reference. Billing & Job Closure • Coordinate with Finance for timely billing and submission of required documents. • Ensure timely job closure and follow up on pending operational or documentation requirements. • Identify billing discrepancies and coordinate with relevant teams for resolution. • Support accurate revenue and cost capture for shipments. Vendor & Carrier Coordination • Coordinate with shipping lines, transporters, agents and other service providers for shipment execution. • Follow up on bookings, schedules, equipment availability, documentation and delivery requirements. • Monitor service provider performance and escalate recurring operational issues. • Support effective utilization of approved vendors and service providers. Operational Performance & Process Improvement • Track key operational metrics and identify areas requiring improvement. • Ensure timely updation of operational dashboards, trackers and MIS. • Identify recurring operational issues and recommend practical solutions. • Follow standard operating procedures and support implementation of process improvements and automation initiatives. • Contribute to branch productivity, service quality and operational efficiency.