Senior Operations Coordinator

The Sr. Operations Coordinator ensures smooth freight forwarding operations (ocean, air, road), manages the shipment lifecycle, maintains documentation, ensures compliance, and delivers excellent customer service. The role requires coordination with customers, agents, carriers, and internal teams to guarantee on-time delivery, cost efficiency, and continuous improvement.

It focuses predominantly on exports while still handling some imports work as well.

• Manage end-to-end import and export processes, including planning, booking, documentation, customs clearance, and final delivery for North America shipments.
• Oversee air, ocean, and inland freight, ensuring all activities comply with company SOPs, U.S. and international trade laws, and customs regulations.
• Prepare, validate, and maintain all shipment documents (H/BL, M/BL, AWB, eManifest, ISF, AMS, invoices, customs documents) to meet regulatory and client requirements.
• Secure all necessary releases (steamship lines, AMS, ISF, eManifest, customs, etc.) before deadlines and container arrival.
• Track shipments, resolve exceptions, and maintain complete, auditable records in line with company policy.
• Handle a diverse range of cargo types: including general cargo, Dangerous Goods (DG), and perishables, ensuring all regulatory and safety requirements are met for each.

• Serve as the main contact for key North American clients, providing timely, accurate, and compliant shipment updates and documentation.
• Address customer issues professionally, ensuring all communications and reports adhere to company standards.
• Maintain real-time, accurate shipment and document status in internal systems.
• Validate and approve vendor payables, ensuring compliance with financial controls.
• Issue customer invoices promptly and accurately, including all regulatory and miscellaneous charges.
• Keep complete, auditable shipment files and communications as per company compliance requirements.
• Develop and update Standard Operating Procedures (SOPs) and process maps to ensure consistent, scalable, and compliant operations.
• Ensure ongoing compliance with U.S. and international trade laws, customs regulations, and company standards.
• Participate in operational audits and corrective actions to address compliance gaps.
• Support new system implementations and staff training to reinforce compliance and operational standards.

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Centricity
• Problem Solving & Analytical Skills
• Resilience & Multitasking
• Commitment & Accountability

• Export Operations (L4):
  Manages complex export cases, resolves documentation issues, and ensures compliance with export regulations.
• Import Operations (L3):
  Independently handles standard import shipments and ensures documentation accuracy.
• Operational Reporting (L3):
  Creates client‑ready reporting packs with shipment metrics, exceptions, and performance insights.
• On-time completion (L3):
  Ensures milestone-based completion.
• Operational Advisory (L3):
  Advises stakeholders on handling complex, delayed, or disrupted shipments and provides clear resolution options.

• Bachelor’s degree (B.A.) preferred in Logistics, Supply Chain, Business Management, or a related field.
• Minimum 5 years of experience in an operations role within a freight forwarder or logistics company.
• Proven experience handling documentation, customer service, and end-to-end logistics coordination.
• Proficiency in English required.
• Preferred / Advantageous Certifications
• Certified Export Specialist (CES)
• TSA Security Threat Assessment (STA).

• Proficient in Microsoft Office Suite (Excel, Word, Outlook)
• Working knowledge of logistics management systems, database software, and order processing tools.
• Ability to generate and interpret operational reports.

• Excellent communication skills with customers, vendors, and service providers under pressure.
• Strong organizational and time-management abilities with attention to detail.
• Demonstrated reliability, punctuality, and adherence to company policies.
• Willingness to attend training sessions and participate in customer visits as needed.