Operations Manager and Operation (English/ Vietnam Speaking)

Job Purpose
The Operations Manager is responsible for managing and controlling the company's daily import and export freight forwarding operations, including shipment booking, space management, documentation, transportation coordination, system updates, cost control, and Gross Profit (GP) monitoring.
The position ensures that all shipments are handled efficiently and profitably while maintaining high service quality, accurate system information, and strong coordination between Operations, Sales, Finance, customers, carriers, and overseas agents.

* Main Responsibilities:
1. Import & Export Operations
• Manage daily import and export shipment operations.
• Control and monitor booking space with shipping lines, airlines, agents, and other carriers.
• Ensure sufficient space is secured according to customer and sales requirements.
• Monitor booking confirmation, SI, BL/AWB, container release, loading, departure, arrival, and delivery status.
• Coordinate with shipping lines, airlines, trucking companies, customs brokers, warehouses, overseas agents, and customers.
• Ensure shipments are handled according to agreed schedules and customer requirements.
• Proactively solve operational problems, delays, rollovers, cancellations, and other shipment issues.

2. GP & Cost Control
• Monitor GP (Gross Profit) for every shipment through the company's operating system.
• Ensure all shipment revenue and costs are correctly entered into the system.
• Review estimated GP before shipment execution where applicable.
• Monitor actual shipment costs against estimated costs.
• Identify shipments with low or negative GP and take corrective action.
• Control operational expenses, including freight, trucking, handling, customs, storage, demurrage, detention, and other charges.
• Work closely with Sales and Finance to ensure shipment profitability and accurate financial closing.
• Ensure all shipment files are properly closed with correct revenue, cost, and GP information.
3. System & Data Control
• Ensure all import/export shipment information is updated accurately and on time in the company's system.
• Monitor booking, shipment status, revenue, cost, and GP reports.
• Ensure no missing or incorrect operational data affects financial reporting.
• Develop and maintain operational reports and dashboards.
• Use system data to monitor team performance, shipment volume, GP, and operational efficiency.
• Ensure proper system procedures and SOPs are followed by the Operations team.
4. Team Management
• Manage and supervise the Operations team.
• Allocate daily work and monitor staff performance.
• Set operational targets and KPIs for the team.
• Train and coach staff on booking, shipment handling, documentation, system usage, and customer service.
• Check operational accuracy and ensure staff follow company SOPs.
• Take corrective action when operational errors or repeated problems occur.
• Build a professional, responsible, and customer-focused Operations team.
5. Carrier & Vendor Management
• Maintain good working relationships with shipping lines, airlines, trucking companies, agents, warehouses, and other service providers.
• Monitor carrier space availability and operational performance.
• Negotiate or coordinate operational solutions when there are space shortages, rollovers, delays, or additional charges.
• Monitor vendor costs and service quality.
• Review vendor performance and report major issues to management.
6. Customer Service & Problem Solving
• Support key customers on operational matters.
• Ensure customers receive accurate and timely shipment updates.
• Handle and resolve operational complaints and urgent shipment issues.
• Coordinate closely with Sales to ensure customer commitments can be operationally delivered.
• Provide practical solutions for shipment delays, space shortages, documentation problems, and unexpected costs.
7. Compliance & Documentation
• Ensure import/export shipments comply with company procedures and applicable regulations.
• Ensure shipping and customs documents are accurate and submitted on time.
• Monitor operational risks and prevent documentation and shipment errors.
• Ensure proper filing and record keeping for all shipment documents.
8. Reporting to Management
Prepare and submit regular reports covering:
• Import and export shipment volume
• Booking and space utilization
• Shipment status
• GP by shipment/customer/service
• Estimated vs. actual GP
• Operational costs
• Demurrage and detention
• Shipment delays and rollovers
• Customer complaints
• Team performance
• Operational issues and corrective actions

* Key KPIs
The Operations Manager will be measured mainly on:
• GP achievement and GP accuracy
• Import/export shipment volume
• Booking and space utilization
• On-time shipment execution• Operational cost control
• Reduction of demurrage/detention
• System data accuracy
• Shipment file closing accuracy and timeliness
• Customer satisfaction
• Number of operational errors/claims
• Team productivity
• Carrier and vendor performance

* Key Responsibility Summary
The Operations Manager should be accountable for:
Booking Space → Shipment Execution → Cost Control → System Update → GP Control → File Closing →
Customer Satisfaction
The main objective is to ensure that every shipment is handled on time, every cost is controlled and
recorded correctly, and the company achieves the expected GP.
语言要求：English (Good); Vietnamese (Good)