Department Manager- Ocean Exports

C.H. Robinson is seeking an experienced Ocean Export Manager to join its Freight Forwarding Operations team in Kuala Lumpur.

The Ocean Export Manager will be responsible for ensuring the quality execution, oversight, and strategic direction of global forwarding operations. This role will lead and develop the ocean export team, oversee local ocean freight procurement activities, and manage relationships with trucking vendors and service providers.

The successful candidate will lead the ocean export team, drive operational performance, and manage key stakeholder relationships. Strong leadership, organizational, and customer service skills are essential for success in this fast-paced role.

Location: Klang, Selangor

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Leadership:

• Promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction

• Instil professionalism, ensure adherence to policy and procedures, and encourage consistency of process

• Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports

• Play major role in recruitment, onboarding, and continuous development of talent

• Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews

Communication:

• Regularly share industry news, department changes, and process updates to department

• Draft client advisories on relevant trade, market, and regulatory updates

• Provide guidance to employees on how to respond to challenging customer scenarios

Strategy:

• Maintain monthly balanced scorecard of department performance

• Lead and participate in pricing and process negotiations

• Collaborate with branch leadership teams to deliver effective problem resolution and process improvement

• Set quantitative, qualitative, and personalized objectives for Department supervisors

• Design, control, and maintain the process for successful service delivery

Customer Service:

• Uphold our customer SLA (service level agreements)

• Serve as a role model in developing relationships with clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems

• Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered

• Mentor employees to deliver quality business reviews

• Conduct business reviews and support sales efforts

• Troubleshoot and design solutions for challenging customer scenarios

Operations:

• Assign and ensure proper setup for new business onboarding

• Mitigate operating expenses by actively managing resources against activity forecasts

• Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance

• Quickly and effectively resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers

• Monitor and maintain control over accounts receivable/accounts payable

• Manage and revise best practice and SOP materials

• Confirm that the supervisors and operations staff have the tools, time, and support they need to successfully service the customers

• Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High School Diploma or Graduate Degree

• Minimum 8 years of Global Forwarding experience, preferably in ocean exports

• Minimum 3 years of direct people management experience

• Strong industry operational excellence experience

Preferred:

• Bachelor’s degree from an accredited college or university

• Strong analytical, problem-solving, and decision-making skills

• Proven ability to adapt to evolving business, customer, and operational needs

• Excellent organizational and time management skills, with the ability to prioritize effectively

• Demonstrated leadership, coaching, and people development capabilities, supported by high emotional intelligence

• Strong written and verbal communication skills

• Understanding of financial statements, operational metrics, and performance management

• Proven ability to build and maintain strong customer relationships

• Values a diverse and inclusive work environment

Disclaimer:

This job description is intended to generally describe the nature and level of work to be performed by employees in this position.  It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Benefits
• EPF contribution 15%
• Group Health Insurance 
• Flexible Benefit (Dental treatment or Optical purchase) 
• Birthday Leave