Operations Manager of Freight Forwarding

Freight Forwarding Operations Manager

The Freight Forwarding Operations Manager is responsible for owning and leading end-to-end domestic and international freight forwarding operations across all modes of transportation. This role drives operational performance, service execution, regulatory compliance, and profitability within a high-volume, fast-paced logistics environment.

This position serves as the operational leader for freight forwarding activities, ensuring efficient shipment execution, strong carrier performance, and consistent delivery of high-quality service. The Manager acts as the primary escalation point for complex issues, while developing processes, optimizing trade lanes, and building a high-performing team.

Key Responsibilities and Duties:

• Own end-to-end operational performance across domestic and international freight forwarding services, including service delivery, cost control, and customer satisfaction
• Oversee execution of multimodal shipments (FTL, LTL, air, ocean, and consolidations), ensuring timely, accurate, and compliant delivery
• Serve as the primary escalation point for complex, time-sensitive, or high-value shipments, driving rapid resolution
• Manage shipment lifecycle activities including booking, routing, documentation, tracking, and exception management
• Coordinate closely with carriers, customs brokers, cartage, drayage providers, and global partners to ensure seamless operations
• Oversee import/export documentation to ensure accuracy and compliance with international trade regulations

Financial Performance and Commercial Impact:

• Drive shipment and account-level profitability through cost control, trade lane optimization, and carrier selection strategies
• Analyze operational and financial data to identify margin improvement opportunities and cost efficiencies
• Support pricing and quoting strategies by providing market intelligence, capacity insights, and cost analysis
• Partner with leadership on carrier negotiations and performance management to ensure competitive pricing and service reliability
• Balance service expectations with cost efficiency to maintain strong customer and financial outcomes

Process Optimization and Continuous Improvement:

• Develop, implement, and enforce standard operating procedures (SOPs) across all freight forwarding activities
• Establish and manage KPIs and SLAs to ensure consistent operational performance and accountability
• Identify inefficiencies and lead continuous improvement initiatives to streamline workflows and reduce errors
• Standardize processes across modes and trade lanes to improve consistency and scalability
• Leverage systems and tools to enhance visibility, reporting, and operational control

Compliance, Risk, and Security:

• Own compliance across all freight forwarding activities, ensuring adherence to international trade regulations and company standards
• Act as the subject matter expert on Incoterms, customs procedures, TSA IAC Known Shipper requirements, and CTPAT standards
• Implement and enforce carrier vetting processes to mitigate fraud risk, validate carrier identity, and ensure proper insurance coverage
• Reduce risk of loss or damage through effective routing, packaging oversight, and carrier selection
• Investigate claims and service failures, performing root cause analysis and implementing corrective actions
• Maintain required certifications and programs including Dangerous Goods Regulations (DGR) and sustainability initiatives such as SmartWay

Leadership and Team Development:

• Lead, develop, and manage operations staff, driving accountability, performance, and engagement
• Set clear performance expectations and monitor productivity through measurable outcomes and performance metrics
• Participate in hiring, onboarding, and workforce planning to support operational needs and growth
• Provide ongoing coaching, training, and development to build team capability and bench strength
• Foster a culture of urgency, accuracy, collaboration, and customer focus

Customer and Stakeholder Management:

• Partner with customers to resolve service issues, improve processes, and strengthen long-term relationships
• Participate in client communications, reviews, and performance discussions as the operational representative
• Communicate proactively with internal and external stakeholders regarding shipment status, risks, and resolutions
• Ensure a high level of responsiveness and service quality across all customer interactions

Abilities:

• Lead and manage complex operations in a fast-paced, high-volume environment
• Make sound, data-driven decisions under pressure
• Drive accountability and performance across teams
• Identify risks and implement proactive, scalable solutions
• Build and maintain strong relationships with carriers, partners, and customers
• Adapt to changing business conditions and operational demands

Qualifications and Skills:

• Minimum of 5 years of hands-on freight forwarding operations experience
• Minimum of 3 years of leadership or direct people management experience
• Experience managing multimodal international freight operations required
• Experience working with global partners, carriers, and regulatory agencies preferred
• Deep knowledge of domestic and international freight forwarding operations across all modes
• Strong understanding of trade lane optimization, carrier management, and cost control strategies
• Expertise in regulatory compliance, risk mitigation, and global shipping requirements
• Proficiency in CargoWise Transportation System, ACE portal, CASS, and Microsoft Office applications
• Strong analytical, problem-solving, and decision-making capabilities
• Effective communication, negotiation, and stakeholder management skills
• Demonstrated ability to drive both operational performance and financial results

RK Qualities:

· Adherence to all RK Safety, Quality, ISO and HR policies and standards.

RK Logistics Group will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if RK Logistics Group is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair-chance-act/.

RK Logistics Group is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. In accordance with EEOC guidelines, we do not make employment decisions based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age (40 or older), disability, or genetic information. All employees have the right to work in an environment that respects their rights and protects them from retaliation for asserting those rights.