Operations Supervisor

Job Purpose

To supervise day-to-day operational execution across clearing and forwarding processes within the business unit. This includes ensuring files are correctly processed, documentation is complete, compliance is maintained, and that client shipments are delivered efficiently and profitably. The Supervisor supports the Business Unit Manager by ensuring tactical implementation, staff supervision, and client service excellence.

Qualifications & Experience

Qualifications:

Matric
Experience in the clearing and forwarding industry will be an advantage
Professional certifications in Customs Clearing or Freight Forwarding preferred.
At least 5 years as a controller
Training in ISO standards (9001, 14001, 45001) will be advantageous
Valid driver's license

Experiance:

5+ years in a clearing and forwarding environment
2+ years in a senior controller capacity
Experience in customs clearing and forwarding(imports and exports)
Document verification and SOP enforcement
Interacting with clients to manage expectations and provide updates
Handling urgent or escalated shipment queries
Working with shipping lines and transporters
Familiarity with ISO procedures and internal audits

Key Responsibilities

Operational Execution
Ensure all jobs are opened, processed, and invoiced accurately.
Confirm that all required documentation is received and validated.
Monitor deadlines for clearance, delivery, and invoicing.
Handle exceptions and deviations from SOPs.
Escalate urgent or high-risk matters to the BU Manager.
Client Service Support
Serve as escalation point for operational queries.
Ensure proactive client updates.
Assist in implementing client SOPs.
Support Key Account Manager in operational reviews.
Track and resolve service failures.
Team Supervision
Allocate and monitor the daily workload of staff.
Conduct leave handovers and job briefings.
Check and sign off key tasks (entries, PODs, billing).
Mentor and support team development.
Address performance issues timeously.
Cost and File Management
Validate cost estimates vs actuals.
Prevent unbilled disbursements.
Track file WIPs and close jobs timeously.
Reduce accrual errors through review.
Flag potential write-offs early.
Resource Coordination
Liaise with transport planners to ensure timely delivery.
Confirm space bookings with carriers.
Manage short-term workload reassignments.
Request additional resources as needed.
Report resource issues to the BU Manager.
Continuous Improvement
Identify bottlenecks and suggest process improvements.
Run root-cause analyses for recurring issues.
Share learnings with the team.
Implement corrective actions under BU Manager’s guidance.
Participate in process redesigns.
Quality Management (ISO 9001)
Ensure standard operating procedures (SOPs) are followed by the team for every shipment.
Review documentation for accuracy, completeness, and compliance with quality standards.
Participate in internal quality audits and drive corrective actions.
Conduct regular spot checks and quality assurance reviews on files.
Support the BU Manager in staff training related to ISO 9001 requirements.
Compliance & Customs Risk
Ensure all shipping instructions, invoices, and permits are correctly prepared and forwarded to the customs team.
Validate supporting documentation (e.g. commercial invoice, packing list) for accuracy.
Confirm that customs codes and values are correctly applied before submission.
Escalate missing or high-risk documentation for BU Manager intervention.
Record and report on customs interventions, penalties, or delays.
Compliance with ISO 45000: Health and Safety
Ensure team awareness of health and safety policies and procedures.
Report and escalate any workplace hazards or incidents immediately.
Conduct routine checks of operational areas for safety compliance (PPE, safe stacking, etc.).
Encourage safety reporting culture and participate in safety meetings.
Maintain cleanliness and orderliness in the operational workspace.
Compliance with ISO 14001: Environmental Management
Promote paperless processing and digital workflows where applicable.
Ensure waste (documents, packaging) is disposed of in compliance with environmental policies.
Encourage responsible energy and resource usage in the operations area.
Monitor and report on environmentally non-compliant behaviours or vendors.
Support environmental awareness initiatives (training, campaigns, etc.).
Collaboration with Peers
Work closely with other supervisors and departments (transport, finance, warehousing) to ensure seamless service.
Participate in inter-departmental meetings to share insights and coordinate planning.
Share resources across teams during peaks or urgent periods.
Provide backup supervision during peer absences.
Help resolve inter-departmental escalations constructively.
Innovation
Identify inefficiencies in current processes and propose practical solutions.
Encourage the team to share ideas for improving operations and client service.
Pilot new process improvements under the guidance of the BU Manager.
Track and report results of innovations implemented (time saved, cost reduced).
Support technology adoption initiatives (e.g. system upgrades, automation).