Operations Controller - Freight Forwarding

Role overview

This position supports end-to-end shipment handling by monitoring, coordinating, and controlling freight movements from initiation through completion. The role must be performed in line with internal procedures, agreed service standards, and applicable local laws.

Operations

• Set up shipment files, assign file numbers, and source landside, transport, and third-party service rates while confirming that shipping line invoices match the agreed buying rates.
• Review shipment pre-alerts and complete quality checks to confirm that documents are complete, accurate, valid, and fit for processing.
• Make sure all shipment records, including confirmation details, are supplied to the clearing team, and that the consignee is informed and the status record is updated.
• Collect cargo details, origin information, and buying/selling rates from the relevant office, then finalize and coordinate the shipping method with the client and overseas offices.
• Support quick document turnaround and internal handovers by tracking cargo arrival against shipping line or airline bookings and managing order/indent follow-up.
• Track service outcomes and identify failures so operational processes can be improved over time.
• Act as the owner for ensuring shipments are cleared, released, and delivered within the required timeframe.
• Stay updated on different geographic conditions so clients and internal or external stakeholders receive practical and informed guidance.
• Apply a solid understanding of Incoterms and where each term is relevant.

Operational finance

• Record all shipment accruals accurately in the month revenue is recognized, including any expected demurrage, detention, or storage costs before the related invoices arrive.
• Help close shipments in a timely manner by tracking the movement from indent to proof of delivery and invoice settlement.
• Obtain the client’s completed clearing instructions and advise the client or clearing agent to submit the original bill of lading so the file can move to entries for further processing; verify BL/HBL/AWB details against invoices, packing lists, and supporting permits or certificates before customs submission.
• Work to ensure the client invoice matches the estimate issued during the sales process.
• Capture all expected or forecast accruals for billing, taking into account shipment type and the geographic environment.
• Push for timely invoicing by coordinating with finance and other relevant internal stakeholders.

Client engagement

• Keep clients updated on shipment arrivals and support controllers by updating systems with milestone information.
• Coordinate shipments from start to finish and serve as the client’s main contact throughout the shipment lifecycle.
• Help retain clients by maintaining efficient operations and clear communication with both internal and external stakeholders.
• Reduce escalations by resolving client issues promptly and involving the right stakeholders when additional support is needed.
• Work with product, pricing, and procurement teams to help shape the best solution for the client.
• Build strong working relationships with carriers, agents, customers, and internal teams to strengthen confidence, brand reputation, and loyalty.
• Resolve client questions and complaints quickly and in a way that fully addresses the issue raised.
• Ensure client KPIs are achieved.

Compliance

• Ensure all work in the assigned area follows company rules, global SOPs, and business requirements.
• Act as the first contact for customs-related client queries and collaborate with subject matter experts to resolve them.
• Coordinate with the customs team and revenue authority office during document preparation so all required papers are submitted and compliance obligations are met before cargo arrival.
• Engage with revenue authority representatives on tariffs and pricing to ensure alignment with local law and compliance practices.
• Keep up to date with new customs and freight-forwarding legislation across different locations.

Qualifications and experience

A diploma in Supply Chain and Logistics, or an equivalent qualification, is required. Candidates should also hold customs clearance accreditation and a freight forwarding certificate. At least 3 years of experience in import/export freight forwarding and clearing is needed, along with practical knowledge of forwarding and clearing processes, Incoterms, and customs requirements.

Skills and working expectations

The role calls for strong communication, the ability to meet deadlines, keen attention to detail, a customer-focused mindset, operational freight forwarding systems knowledge, and proficiency in Microsoft Outlook, Excel, and PowerPoint.

About the company

The organization is a global trade and logistics business focused on improving supply chain flow across ports, marine services, logistics, and technology. It operates across many countries and nationalities, with an emphasis on innovation, inclusion, and diversity.

Equal opportunity and data notice

The employer follows equal employment opportunity principles and considers applicants based on experience and skills. Applications are welcomed from people of all ages, genders, disabilities, races, religions, and beliefs. By submitting an application, the candidate authorizes the company to store and share the provided information within its recruitment database for assessment against this and other openings.