US Back office oprations

Senior Manager – US Back Office Operations & Customer Service (US shift)

Exp : - 12+ Yrs

US Shift mandatory.

Job Summary :

We are looking for an experienced and detail-oriented Senior Manager – Back Office Operations &

Customer Service to oversee support functions for international ocean and air freight operations, with a

strong focus on export and import processes. The role demands deep expertise in freight forwarding,

regulatory compliance, customer service, and team leadership. The successful candidate will be

responsible for driving operational efficiency, ensuring seamless execution of back-office workflows, and

elevating customer satisfaction, while supporting the company’s strategic growth in the global supply

chain.

Roles & Responsibilities

Manage end-to-end back-office processes for international air and ocean freight.

Ensure timely and accurate documentation and regulatory compliance (HBL, MBL, AWB, AES, ISF,

AMS, customs).

Lead and mentor back-office and customer service teams to maintain high productivity,

accountability, and service quality.

Act as the escalation point for key clients and complex cases.

Collaborate with clients, carriers, agents, and internal teams to ensure shipment visibility and

customer satisfaction.

Develop and implement SOPs to enhance efficiency and compliance.

Monitor KPIs for operations and customer service, resolving bottlenecks and ensuring data

accuracy in TMS / ERP systems.

Conduct performance reviews, coaching, and training to build high-performing teams.

Foster a culture of continuous improvement, accountability, and customer focus.

Identify inefficiencies and drive process automation or improvements.

Generate performance and service reports, including error rates and on-time metrics.

Support implementation and upgrades of TMS, CRM, and automation tools.

Qualifications & Skills

Bachelor’s degree in international business, Supply Chain, Logistics, or a related field.

12–15 years of experience in freight forwarding or logistics operations (air & ocean)