MAIN MISSIONS

The Operations Manager is responsible for leading and overseeing all freight forwarding operations in Japan to achieve the company's financial, operational, and service objectives. The role drives operational excellence, profitability, service quality, compliance, and process efficiency while ensuring high levels of customer satisfaction and employee engagement. The Operations Manager also develops strong relationships with customers, overseas partners, and suppliers to support sustainable business growth and operational performance.

KEY RESPONSIBILITIES

Financial & Operational Performance

• Drive operational efficiency and profitability across all freight forwarding activities.
• Optimize gross profit on each shipment through effective procurement and vendor management, including air freight, ocean freight, customs brokerage, inland transportation, and value-added logistics services.
• Ensure all operational costs are accurately captured and allocated within CargoWise.
• Ensure timely and accurate customer invoicing to support monthly financial closing requirements.
• Monitor operational KPIs and implement corrective actions to improve profitability, service quality, and productivity.
• Support the preparation of quotations and operational solutions for customers and overseas network partners.
• Resolve customer escalations and operational issues in coordination with internal stakeholders and external service providers.
• Oversee customs-related operational activities and ensure compliance with applicable regulations.

Operational Excellence

• Establish, implement, and continuously improve Standard Operating Procedures (SOPs) and operational processes.
• Ensure full compliance with company operational standards and best practices.
• Promote the effective and consistent use of CargoWise One across the Operations team.
• Ensure the accuracy, completeness, and integrity of operational data and documentation.
• Drive continuous improvement initiatives to enhance operational efficiency, service quality, and customer satisfaction.

Supplier & Customer Management

• Develop and maintain strong relationships with customers, overseas offices, agents, carriers, and service providers.
• Negotiate and manage relationships with airlines, shipping lines, trucking companies, customs brokers, logistics providers, warehouses, and overseas agents.
• Support the Sales team by providing operational expertise, technical guidance, and customer-focused logistics solutions.
• Monitor market developments, transportation trends, and supplier performance to identify opportunities for operational and commercial improvement.

Compliance & Reporting

• Ensure all shipment files comply with company policies, financial controls, and operational procedures.
• Ensure timely and accurate closure of operational files in accordance with monthly reporting deadlines.
• Maintain compliance with local regulations, customs requirements, and internal governance standards.
• Prepare and provide regular operational and financial performance reports to senior management.
• Proactively communicate operational challenges, risks, and improvement opportunities.

People Management

• Lead, coach, and develop the Operations team to achieve individual and departmental objectives.
• Conduct performance evaluations and provide regular feedback and development plans.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Ensure appropriate resource allocation and workload management across the Operations team.

Requirements added by the job poster

• 3+ years of Freight and Package Transportation experience