Customer Operations Support - Ocean

YOUR ROLE

To manage and coordinate end-to-end customer operational support for Air and Ocean shipments (International, Domestic, Local Transport, Customs, Shipping), ensuring accurate execution, timely communication, KPI compliance, and alignment with customer SOPs. The role acts as the primary operational point of contact for assigned customers and may include onsite/implant support when required.

WHAT ARE YOU GOING TO DO

Customer Operations Execution & Revenue Enablement

Ensure timely and accurate execution of customer shipments from booking through completion.

Maintain operational milestones and shipment visibility while supporting billing readiness and revenue recognition processes

Customer SOP & Work Instruction Compliance

Execute all activities in accordance with approved Customer SOPs, Work Instructions, and company operating procedures.

Identify process gaps, deviations, and improvement opportunities and escalate recommendations as appropriate

Shipment Monitoring & Risk Management

Proactively monitor shipment performance and operational status.

Identify, communicate, and support resolution of service, cost, revenue, or compliance risks in a timely manner

Customer Communication & Case Management

Manage customer inquiries, requests, complaints, and service issues through approved communication channels.Ensure customer cases are handled in line with service standards, response commitments, and documentation requirements.

Documentation & Billing Support

Ensure the accuracy and completeness of shipment documentation and related records.Support billing accuracy, revenue protection, and compliance with internal control requirements.

Cross-Functional Collaboration

Coordinate with internal and external stakeholders to ensure efficient shipment execution, issue resolution, and customer satisfaction.

Participate in customer engagements and operational discussions as required. Onsite / Implant Support (Where Applicable)

Provide direct customer operational support and coordination when assigned to customer locations.Maintain adherence to company governance, policies, and operating procedures.

KPI Performance, Reporting & Continuous Improvement

Monitor customer performance against agreed KPIs and service commitments.

Support business reviews, performance reporting, process improvement initiatives, and identification of growth opportunities and business risks.

Compliance & Professional Conduct

Perform all responsibilities in accordance with the Company's Code of Conduct, policies, compliance requirements, and ethical standards.

Safeguard company and customer interests through professional and responsible behavior.

Other Duties

Undertake additional responsibilities, projects, and tasks reasonably assigned by management that are consistent with the scope, purpose, and grading of the role

WHAT ARE WE LOOKING FOR

• Bachelor's degree
• 2-3 years relevant experience in logistics, freight forwarding, or customer operations, preferably in a multinational or customer-facing environment
• Strong verbal and written communication skills in English for effective customer and stakeholder interaction
• Able to communicate shipment status, issues, and actions clearly and professionally
• Strong coordination skills to collaborate with Operations, Sales, and support teams
• Service-oriented approach in handling customer inquiries, complaints, and follow-ups

WHAT DO WE HAVE TO OFFER

• HMO w/ 2 free dependents from day 1 of hiring
• Group Life Insurance
• Medical Reimbursement (includes eyeglasses)
• Sick Leave + Vacation Leave + Bereavement Leave
• Birthday token
• Annual Performance Reviews w/ a chance of a salary alignment
• Annual Company Performance Bonus
• Retirement fund

ABOUT TOMORROW

We value your professional and personal growth. That's why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.