Assistant Manager - Ocean Export Operations - Freight Forwarding

Ocean Export Operations
• Manage end-to-end ocean export operations from shipment booking through documentation, customs clearance, vessel departure, and final pre-alert.
• Oversee execution of FCL and LCL export shipments in accordance with customer requirements and agreed SOPs.
• Ensure timely booking of shipments with shipping lines/NVOCCs based on customer requirements, routing, transit time, equipment availability, and commercial commitments.
• Monitor shipment milestones including booking confirmation, container planning, empty pickup, stuffing, customs clearance, gate-in, documentation, vessel departure, and pre-alert.
• Ensure adherence to vessel cut-offs, SI cut-offs, VGM deadlines, port/CFS timelines, and other operational milestones.
• Monitor vessel schedules, rollovers, blank sailings, port congestion, equipment shortages, and other operational disruptions.
• Proactively identify operational risks and take corrective actions to minimize shipment delays and service failures.
• Ensure timely and accurate updating of shipment status in the operating system.
• Ensure execution of shipments in line with customer-specific SOPs and service requirements.

Documentation & Compliance
• Ensure timely and accurate preparation and processing of shipping documentation including Shipping Instructions, Bill of Lading, VGM, invoices, packing lists, certificates, and other required documents.
• Ensure accuracy of HBL/MBL details and coordinate with shipping lines, agents, and customers for documentation amendments.
• Ensure compliance with applicable customs, port, shipping line, regulatory, and company requirements.
• Coordinate with Customs Brokers/CHA teams for timely customs clearance and resolution of documentation issues.
• Ensure adherence to export regulations, internal controls, and operational SOPs.
• Monitor documentation discrepancies and implement corrective actions to prevent recurrence.
• Maintain proper operational records and documentation for audit and compliance requirements.

Shipping Line & Vendor Management
• Manage relationships and operational coordination with shipping lines, NVOCCs, CFSs, ICDs, transporters, customs brokers, and other service providers.
• Coordinate with shipping lines for bookings, equipment availability, container release, gate-in, documentation, vessel schedules, and sailing confirmation.
• Monitor shipping line and vendor performance against agreed service levels.
• Escalate and resolve issues related to equipment shortages, booking failures, rollovers, vessel delays, documentation, and cargo movement.
• Provide inputs to Procurement/Pricing teams regarding carrier performance, service issues, capacity constraints, and vendor requirements.
• Support evaluation of vendors and service providers based on cost, service quality, reliability, and operational performance.

Customer Service & Stakeholder Management
• Ensure timely communication of shipment status, operational milestones, delays, and exceptions to customers and internal stakeholders.
• Work closely with Sales and Customer Service teams to ensure customer requirements and commitments are effectively delivered.
• Handle operational escalations and ensure timely resolution of customer complaints.
• Participate in customer meetings and operational reviews as required.
• Develop strong relationships with key customers and understand their operational requirements and expectations.
• Ensure customer-specific SOPs are implemented and periodically reviewed.
• Drive proactive communication to minimize customer escalations and improve overall service experience.
Shipment Tracking & Exception Management
• Monitor shipment progress from booking to vessel departure and ensure all critical milestones are achieved within timelines.
• Track vessel delays, rollovers, port congestion, equipment shortages, customs issues, and documentation exceptions.
• Develop and implement contingency plans for delayed or disrupted shipments.
• Coordinate with relevant stakeholders to resolve operational issues and minimize impact on customers.
• Maintain an exception management process and ensure timely closure of all operational issues.
• Analyze recurring shipment exceptions and implement corrective and preventive actions.

Cost Control & Operational Efficiency
• Monitor operational costs related to transportation, CFS, documentation, detention/demurrage, customs, and other shipment-related activities.
• Identify opportunities to reduce avoidable operational costs and improve process efficiency.
• Monitor detention/demurrage exposure and ensure timely action to minimize financial impact.
• Coordinate with Finance for accurate vendor billing and resolution of invoice discrepancies.
• Ensure operational activities are performed within approved commercial and process guidelines.
• Drive process improvements to reduce manual intervention, errors, delays, and operational costs.

Key Performance Indicators (KPIs)
• On-time shipment/vessel departure performance
• Shipment processing and operational TAT
• Booking success rate
• Documentation accuracy
• Customer satisfaction and complaint resolution TAT
• Shipment exception and escalation closure TAT
• Shipping line/vendor performance
• Detention & demurrage control
• Operational cost efficiency
• Compliance with SOPs and regulatory requirements
• Team productivity and performance
• Shipment volume handled
• Reduction in operational errors and service failures