Customer Service & Operations Manager

About Flexport:

At Flexport we believe global trade can move the human race forward. Thats why its our mission to make global commerce so easy there will be more of it. Were shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today companies of all sizesfrom emerging brands to Fortune 500suse Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission solutions and people. Ready to tackle global challenges that impact business society and the environment Come join us.

The opportunity:

The Customer Service & Operations Manager based in Melbourne will play a pivotal role in building and leading Flexport Australias operations supporting our mission to make global trade easier for everyone. As the second employee in the region you will wear many hats and will be instrumental in delivering the growth of Flexport within the region. You will develop a deep knowledge of the local market build and lead a team of motivated operations experts engage key stakeholders and drive the visibility and culture of Flexport within Australia and New Zealand.

Your direct customers are internal and external stakeholders: agents account management customs carriers terminals trucking providers and our end customers. You will be responsible for being the subject matter expert for Australian operations across all modes (FCL LCL and Air). You will scale operational excellence build and coach your team and drive continuous improvement to ensure Flexports clients experience world-class service.

Tactical Responsibilities:

As a leader you will be an expert in executing the end-to-end movement of shipments across Ocean and Air imports and exports.

• You will hire coach and develop a team responsible for the end-to-end handling of FCL LCL Air and intermodal shipments.
• You will personally represent Flexports value proposition by recommending supply chain solutions for new clients and identifying growth opportunities for overseas demand teams
• You will directly engage clients and act as key client contact for escalations and issue resolution
• You will guard the front line in ensuring the highest standard of Flexport quality: the right processes and metrics are in place for shipments to move on-time and exceptions resolved quickly and appropriately.
• Establish scalable operational infrastructure and procedures that maximize efficiency and productivity.
• Serve as the primary escalation point for internal and external stakeholders (carriers vendors customs and trucking partners).

Adaptive Responsibilities:

• Being a small team you will deep-dive and fill gaps that may be outside your day-to-day remit
• You will be responsible for monitoring and improving overall cost-to-serve while maintaining a high level of client satisfaction.
• You will drive cross-functional collaboration across customs trucking procurement and product/engineering teams to ensure operational excellence.
• You will empower your team to prioritize and align on key initiatives experiment with the best ways to drive growth and maintain high employee engagement.
• Mentor and grow your teams leadership capabilities preparing junior team members for future responsibilities.
• Create feedback loops with key stakeholders to align operations with evolving client needs.

What you will need:

• An Australia or New Zealand passport
• Bachelors degree in supply chain logistics or related field.
• 10 years of experience in freight forwarding supply chain or logistics operations with demonstrated people leadership skills
• Good understanding of customs carrier practices and the regional logistics landscape.

Were looking for folks that have:

• Hands-on process-oriented structured thinking with strong problem-solving capabilities
• Courage to challenge the status quo when logic and reason require it. See something broken Fix it!
• Demonstrated ability to lead teams in day-to-day execution and process improvement
• Excitement to manage relationships and create a best-in-class operational structure
• Strategic vision and ground floor execution
• Excellent communication interpersonal and organizational skills
• Client service mindset - obsessed with client and employee happiness
• The desire to lead train and develop up and coming industry talent