Operations Executive

Company Description

GES Logistics is a global leader in integrated supply chain management solutions, with over 40 years of experience delivering end-to-end, customized logistics services. Supported by a network of 60+ corporate offices and operations in more than 100 countries across Asia, Europe, the Middle East, and the Americas, we proudly employ more than 1,000 dedicated experts. Our unwavering commitment to excellence and care has helped us continually achieve high-quality service and build enduring partnerships. At GES Logistics, we are driven by a passion to provide comprehensive solutions that ensure your goods are delivered by people who care.

Role Description

The Operations Executive plays a critical role in ensuring the smooth coordination of freight forwarding activities across all transport modes—ocean, air, and road. This role focuses on managing the complete shipment lifecycle, maintaining accurate documentation, ensuring compliance with international trade regulations, and delivering exceptional customer service. The position requires close coordination with customers, agents, carriers, and internal teams across all regions to guarantee on-time delivery, cost efficiency, and continuous service improvement. This position is in out Montreal, Canada office.

Key Responsibilities

1. Import & Export Operations Management

• Manage end-to-end operations for import and export shipments, including planning, booking, documentation, and final delivery.

• Oversee freight activities across multiple transport modes (air, ocean, and inland), ensuring accuracy and compliance with SOPs and customer requirements.

• Coordinate with pricing, documentation, and accounting teams to ensure accurate rates, bookings, and invoicing.

• Verify that all rates, instructions, and SOP guidelines are correct before shipment execution.

• Ensure all booking confirmations, shipping instructions, and pre-alerts are shared with customers and origin offices on time.

• Review and validate all shipment documents (H/BL, M/BL, AWB, e-Manifest, ISF, AMS, invoices, and customs documents) prior to release.

• Ensure that all charges, such as ocean and air freight, are settled before releasing cargo.

• Coordinate with customs brokers and agents to ensure timely clearance and delivery.

• Dispatch truckers and carriers once shipments are cleared and ready for pickup or delivery, ensuring return of empty containers within the allotted free time.

• Maintain continuous communication with carriers, shipping lines/airlines, agents, and internal teams to track shipments and resolve delays, damages, or exceptions proactively.

• Advise the Operations Manager of any potential conflicts that may arise between internal and external customers.

• Ensure that customers are notified immediately regarding any changes in freight status (e.g., delays, damages, etc.).

• Create shipments in the GES software system to ensure accurate billing and documentation, coordinating with the local accounting team on billing and collection.

• Follow up on completion of delivery orders for respective clients.

• Support the supervisor and team members by cross-training on customer accounts and operational procedures to ensure business continuity.

• Perform other tasks assigned by the immediate supervisor and/or management.

2. Customer Service & Client Relationship Management

• Act as the main point of contact for key clients, providing timely updates on shipment status, exceptions, and documentation.

• Respond to all client inquiries and emails on the same day to maintain prompt communication and service excellence.

• Manage difficult or emotional customer situations with professionalism and empathy.

• Provide customers with performance reports, tracking updates, and customized logistics data as needed.
• Proactively identify opportunities for process improvements or additional services that enhance customer satisfaction and retention.

• Conduct post-shipment satisfaction surveys and lead service improvement initiatives.

• Collaborate closely with the sales and account management teams to align operational performance with client expectations and commercial objectives.

3. Documentation, Billing & Data Accuracy

• Update internal systems with accurate, real-time shipment information, tracking details, and document statuses.

• Validate and approve vendor payables and coordinate with accounting for timely payments.

• Prepare and issue customer invoices promptly, including any miscellaneous charges such as demurrage, detention, or storage.

• Client Invoicing: ensure invoice issuance timeliness and accuracy along with timely payment based on agreed terms.

• Ensure all necessary releases (steamship lines, AMS, ISF, eManifest, customs, etc.) are in place before deadline and prior to container arrival.

• Prepare daily tracking and shipment report to assigned clients per SOP.

• Maintain a complete and auditable record of shipment files and communications in compliance with company policies.

• Oversee vendor payables and overseas payables, ensuring they are completed within one week.

4. Continuous Improvement & Compliance

• Develop and maintain Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), and detailed process maps to ensure consistency, scalability, and compliance across all operational activities.

• Ensure compliance with international trade laws, customs regulations, and company standards.

• Participate in operational audits and corrective action initiatives.

• Identify and implement process improvements to streamline workflows and reduce costs.

• Support new system implementations, data migrations, and staff training sessions as required.

• Perform other miscellaneous functions as directed by Office Branch Manager.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical: Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data.

• Problem Solving: Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem-solving situations.

• Customer Service: Responds promptly to customer needs; manages difficult or emotional situations professionally; solicits feedback to improve service.

• Oral Communication: Speaks clearly and persuasively; listens effectively; responds well to questions; participates actively in meetings.

• Written Communication: Writes clearly and informatively; ensures grammar and accuracy; presents data effectively.

• Teamwork: Balances individual and team responsibilities; supports colleagues; contributes to building a positive team spirit.

• Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on time

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• Planning/Organizing: Prioritizes and plans work activities efficiently; sets goals and objectives; develops realistic action plans.

• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality

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• Quantity: Meets productivity standards; completes work on time; strives to increase efficiency.
• Safety and Security: Observes safety procedures; reports potentially unsafe conditions; uses materials properly.

• Attendance/Punctuality: Is consistently reliable; ensures responsibilities are covered when absent; arrives at meetings and appointments on time.

Education and Experience

• Bachelor's degree (B.A.) preferred in Logistics, Supply Chain, Business Management, or a related field.

• Minimum 3 years of experience in a senior operations role within a freight forwarder or logistics company.

• Proven experience handling documentation, customer service, and end-to-end logistics coordination.

• Strong analytical, problem-solving, and communication skills.

• Bilingual proficiency in English and French is required.

Computer Skills

• Proficient in Microsoft Office Suite (Excel, Word, Outlook).

• Working knowledge of logistics management systems, database software, and order processing tools

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• Ability to generate and interpret operational and financial reports. Other Skill and Qualifications

• Excellent communication skills with customers, vendors, and service providers under pressure.

• Strong organizational and time-management abilities with attention to detail.

• Demonstrated reliability, punctuality, and adherence to company policies.

• Willingness to attend training sessions and participate in customer visits as needed.

• Experience in logistics, freight forwarding, or transportation operations.