Operations / Transportation Manager (Freight Forwarding)

Job Title : Operations Manager, Mexico

Location : Puebla, Puebla

Shift Time :   9 : 00am to 6 : 00pm (In-Office)

Terms :   Permanent Full-Time

Salary :   Competitive, based on experience

Reports To : Sales Manager, Mexico

About Us : North American Freight Forwarding is a Canadian based company specializing in logistics services with specific strength in warehousing and distribution, LTL consolidations, expedites, full truckloads and specialized equipment service to and from Canada, United States and Mexico. As a professional international freight forwarder, we provide overseas import and export ocean and air freight services all over the world.

We seek out driven, talented individuals to join our team to meet and exceed our clients needs. We offer a rewarding career and brand that our employees are proud to represent.

Job Purpose :

The Operations Manager is a natural leader with a strong operations and logistics background and a passion for developing teams and improving processes. They thrive in fast-paced logistics environments, are proactive problem-solvers, and prioritize both efficiency and customer satisfaction. Their ability to motivate a team, drive accountability, and enhance operational performance makes them a key asset to the organization.

Duties & Responsibilities :

• Support company Objectives and Key Results (OKRs) by proactively contributing to initiatives that drive strategic goals and organizational success.
• Lead and develop the operations team to ensure excellence in execution and a high-performance culture.
• Coach, mentor, and support team members in achieving and exceeding KPIs, performance goals, and customer service standards.
• Monitor individual and team performance, providing regular feedback, coaching, and performance management to drive continuous improvement.
• Set clear expectations for efficiency, accuracy, and proactive problem-solving in all aspects of transportation, logistics and freight-forwarding business models.
• Ensure full team competency by identifying skills gaps, implementing cross-training, and fostering professional development.
• Create a customer-first culture by reinforcing best practices in responsiveness, communication based on our values.
• Collaborate closely with leadership to align operations with company goals, drive efficiency, and contribute to strategic initiatives like in procurement, OPs procedures, OKRs and compliance with customers.
• Analyze operational performance metrics to identify areas for improvement and implement solutions to optimize efficiency.
• Act as a key decision-maker in resolving escalated operational challenges, ensuring timely and effective solutions.
• Drive accountability and ownership, ensuring that each team member understands their impact on service level given our value proposal (making our customers life easier).
• Foster a collaborative team environment by ensuring open communication, engagement, and a shared commitment to excellence.
• Managing the suitable performance for each Customer Service : system compliance, communication, customer service level, back up.
• Oversee the performance and effectiveness of customer service systems, ensuring compliance, clear communication, and high service levels, with appropriate backup processes in place.
• Ensure the customer service team maintains accurate shipment records in CargoWise, including documentation, carrier charges, and delivery dates to support timely invoices. Address service issues promptly and uphold high standards of customer service.
• Clarify roles and responsibilities based on individual strengths and the clients account needs to ensure efficiency and engagement. Assign critical tasks strategically and hold regular check-ins to monitor progress and address challenges.
• Train and onboard new employees on the system, procurement processes, supplier management, and cost optimization strategies to ensure smooth integration into the team.
• Analyze and negotiate with suppliers to secure competitive rates. Standardizing rates based on service conditions (by weight, volume, zone, type of cargo). Rate calculation and margin analysis to ensure competitiveness and profitability. Clarifications and adjustments in case customer requests.
• Keep informed by subscribing to industry news, market trends, government updates, and logistics reports.
• Conduct regular check-ins with Canadian team members to strengthen relationships, address concerns, and provide feedback.
• Promote clear, concise communication and consistent documentation of decisions and action items using shared tools to ensure alignment across time zones.
• Negotiate and manage contracts with carriers and service providers to secure competitive rates and reliable service. Source and evaluate transportation and warehousing partners to meet operational needs.
• Identify and evaluate potential carriers by considering factors like records, transit times, service reliability, coverage, equipment availability, and compliance with regulations / authorities. Build long-term relationships by maintaining open communication, providing feedback, and offering consistent business opportunities
• Implement cost-saving strategies by consolidating shipments and selecting the most efficient transport routes to reduce transit times and budgets. Collaborate closely with carriers to minimize delays, continuous improvement, and ensure timely deliveries while maintaining cost-effectiveness.
• Recognize issues early before they escalate. Gathering relevant data (root causes, impact, involved parties) keeping all relevant teams informed (customer service, operations, finance, etc.). Escalating critical issues, when necessary, with a proposed action plan. Proactively addressing recurring problems.
• Close communication with Sales teams regarding growth, adjustments. OPS Leader can provide support and guidance to sales teams during pricing negotiations, helping them to justify prices and achieve win-win outcomes.
• After-hours activities. Responsible for overseeing operations outside of regular business hours. This includes ensuring service continuity, addressing urgent issues, assigning / delegating last minute orders for suitable follow up / tracking.

Mindset & Personality :

Professional & Educational Background :

Skills & Ability :

Leadership & Team Management

Operations & Logistics Expertise

Customer Service & Communication

Strategic Thinking & Problem-Solving

Technical & Analytical Skills

Effort & Working Conditions :

Why Join Us?

North American Freight Group is a company that truly values its employees. The company fosters a supportive and collaborative work environment, where management encourages growth through mentorship and career development opportunities.

Joining North American Freight Group means becoming part of a team that values innovation, teamwork, long-term plans based on our value proposal. Our Mexico turnover ratio is an actual proof of our ethics and work environment.

Our organization takes the accessibility needs of employees and candidates with disabilities into account during the position summary review process. Employees and candidates are required to notify their Director / Manager / Supervisor or Hiring Manager if they have any particular accessibility needs and the organization will collaborate with the employee to address them.

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