Operations Supervisor

About the role

As the Freight Forwarding & Customs Supervisor, you will lead and oversee daily air and sea freight forwarding operations (import and export) and customs compliance. You will serve as the senior escalation point for local clients, overseas agents, and key stakeholders while guiding a team of coordinators/brokers to ensure operational excellence, regulatory compliance, and high customer satisfaction.

Key responsibilities

• Supervise, mentor, and guide daily workflows of freight forwarding coordinators and documentation staff.
• Oversee end-to-end booking, routing, tracking, and documentation processes for both air and sea freight operations (import/export).
• Handle complex operational escalations, cargo delays, and customer concerns, providing immediate resolution and risk mitigation.
• Ensure strict quality control and accuracy of critical shipping documentation, including HBL/MBL, manifests, pre-alerts, and shipping instructions.
• Monitor customs clearance workflows closely, ensuring complete compliance with Bureau of Customs (BOC), PEZA, and other Investment Promotion Agency (IPA) regulations.
• Audit electronic lodgments (VASP), tariff classifications, and duty/tax assessments prepared by the team or broker partners.
• Serve as the primary supervisory liaison for key accounts, overseas agents, shipping lines, airlines, and local customs brokers.
• Establish and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for team performance and vendor delivery.
• Review and approve billing invoices from forwarding agents, co-loaders, and brokers to ensure accurate job costing.
• Oversee team billing accuracy and timeliness to ensure seamless revenue collection and clean client invoicing.

About you

• Bachelor's Degree in Customs Administration, Supply Chain Management, Logistics, or a related field.
• 5–7+ years of solid experience in international freight forwarding (air and sea), with at least 2–3 years in a supervisory or senior leadership role.
• Licensed Customs Broker (LCB) is a strong advantage.
• Highly proficient in electronic lodgment systems (VASP, E2M, e-Manifest), ERP/Freight Management Systems, and advanced MS Excel.
• Deep expertise in BOC processes, PEZA procedures, Incoterms, tariff classification, and international shipping regulations.
• Exceptional leadership, problem-solving, and communication skills for managing internal teams and coordinating with international networks.