International Maritime Freight Forwarding Positions Responsibilities and Operation Procedures Training Guide

In the international ocean freight forwarding industry, clearly defined job responsibilities and operational procedures are crucial for ensuring smooth business operations. This guide aims to clarify job functions, improve work efficiency, and enhance coordination between departments. As the industry grows increasingly complex and dynamic, clear division of responsibilities and efficient workflows will help companies maintain competitive advantage. Below we examine key positions and their operational processes in detail.

1 Professional Conduct and Ethics

For freight forwarding professionals, maintaining high ethical standards is paramount. The following principles should guide all operations:

• Compliance: Strictly adhere to company policies and industry regulations to maintain personal and corporate reputation.
• Attention to Detail: Approach every task with thoroughness and precision, striving for excellence.
• Customer Focus: Provide sincere, high-quality service that meets client needs.
• Continuous Learning: Commit to ongoing professional development to adapt to market changes.
• Efficiency: Respond promptly to instructions to ensure smooth business operations.
• Team Contribution: Actively share knowledge and support team development.
• Collaboration: Foster positive team dynamics through mutual support.

2 Key Positions and Responsibilities

International freight forwarding companies typically maintain several specialized positions including department managers, supervisors, operators, dispatchers, documentation specialists, customer service representatives, and sales personnel. These roles work in concert to form a complete operational system.

2.1 Position Overview

2.1.1 Department Manager

• Oversee team formation, division of labor, training, and development
• Support corporate strategy by establishing, implementing, and evaluating departmental objectives
• Coordinate subordinate departments to ensure orderly operations

2.1.2 Department Supervisor

• Manage daily departmental operations and team leadership
• Update and approve internal pricing to facilitate business operations
• Develop and implement market objectives with performance evaluation

2.1.3 Operations Specialist

• Review, process, and track shipments to ensure smooth workflow
• Verify charges, enter data into systems, and complete billing
• Conclude business with statistical analysis

2.1.4 Dispatcher

• Coordinate pickup and warehouse services while maintaining quality standards
• Monitor service progress with comprehensive tracking and analysis

2.1.5 Documentation Specialist

• Verify, review, and issue bills of lading to ensure accuracy
• Manage daily documentation while maintaining complete records

2.1.6 Customer Service

• Receive, assign, and track client shipments
• Issue and confirm pricing while maintaining regular client communication

2..1.7 Sales Representative

• Provide quotes, secure cargo, and track orders to completion
• Manage client relationships and achieve sales targets

2.2 Authority and Accountability

2.2.1 Managerial Oversight

Department managers and supervisors have authority to assign tasks, make coordination decisions, and ensure smooth departmental operations.

2.2.2 Role Alignment

Team members should proactively fulfill daily responsibilities based on their position requirements to advance company objectives.

2.2.3 Team Development

All personnel should continuously improve professional capabilities while supporting colleagues' development.

2.3 Individual and Team Dynamics

Employees should actively address challenges, provide timely updates to supervisors, and prioritize knowledge sharing to enhance collective expertise.

3 Operational Workflow

International ocean freight forwarding operations consist of interconnected processes including order acceptance, booking, trucking/loading, customs clearance, documentation, and billing.

3.1 Order Acceptance

As the critical first step, order acceptance requires rapid response. Within 15 minutes of receiving a client request, staff must:

1. Review shipment details: Confirm shipper information, sailing schedules, and port details
2. Clarify service requirements: Determine if trucking, customs clearance, or other services are needed
3. Verify pricing: Ensure rate accuracy before proceeding

3.2 Booking Process

Space reservations should be completed at least seven days before estimated departure (earlier during peak seasons):

1. Create shipment record: Establish tracking number and input essential data
2. Complete booking: Submit booking requests, confirm space availability, and validate all details
3. Notify clients: Immediately inform customers of confirmed space and address potential issues

3.3 Trucking/Loading Coordination

Dispatchers must carefully arrange transportation and loading considering market conditions:

1. Obtain confirmation from sales and customer service before scheduling
2. Coordinate loading times and locations with clients in advance
3. Issue precise written instructions for trucking arrangements

3.4 Customs Clearance

Operations staff should initiate clearance procedures promptly after client confirmation:

1. Review documentation upon receipt and submit to customs brokers one business day before deadline
2. Monitor clearance progress and promptly address client inquiries regarding filing records

3.5 Documentation Handling

Bill of lading processing requires swift action to obtain client approvals and prevent delays.

In conclusion, clearly defined roles and efficient operational workflows are fundamental to success in international freight forwarding. When teams coordinate effectively, individual contributions combine to drive business growth and competitive performance.