Purpose of the Job

The Business Process Engineer – Customer Services Freight is accountable for analyzing, redesigning and continuously improving the end-to-end customer service and operational processes supporting the Freight Forwarding business (air, sea and road freight), including quotation, booking, documentation, customs coordination, shipment visibility, billing queries and claims management.

The role works closely with Customer Services, Freight Operations, Trade Compliance, D&T and commercial teams across multiple geographies to eliminate inefficiencies, standardize processes, and drive structured improvement initiatives that enhance customer experience, reduce turnaround times and operating costs, and strengthen service reliability for freight customers.

Operating at Manager level, the incumbent is expected to independently scope, lead and deliver complex, cross-border process improvement initiatives using structured methodologies (e.g. Lean, Six Sigma), and to influence senior stakeholders across different countries, trade lanes and business functions.

Job Description

• Lead end-to-end process discovery, mapping and analysis (as-is / to-be) for Customer Services Freight workflows including quote-to-book, documentation, customs clearance coordination, shipment tracking, exception management, billing/invoicing queries and claims.
• Independently diagnose root causes of process delays, documentation errors, billing discrepancies and customer escalations using data-driven analysis, and design targeted improvement solutions.
• Design, pilot and standardize SOPs and process controls across freight stations, trade lanes and geographies, balancing global consistency with local regulatory, customs and carrier-specific requirements.
• Lead cross-functional, cross-geography process improvement projects (Lean/Six Sigma DMAIC, Kaizen) covering multiple modes of transport (air, sea, road) from initiation through to benefits realization.
• Partner with Freight Operations, Trade Compliance and Customer Service teams to simplify complex B2B customer journeys, reduce shipment cycle times, and improve documentation accuracy and on-time performance.
• Define and track process KPIs and control plans (transit time adherence, documentation error rate, billing accuracy, claims resolution time, customer effort score) and embed governance to sustain gains.
• Drive change management and adoption of redesigned processes and digital tools with freight operations teams, station managers and customer service agents across regions.
• Collaborate with Digital & Technology teams to define requirements for process digitization and automation (e.g. e-documentation, EDI, visibility platforms, workflow automation) that reduce manual handling and rework.
• Benchmark freight customer service processes against industry best practices and competitor forwarders, recommending improvements to strengthen competitive positioning.
• Build organizational process improvement capability by training and coaching freight operations and customer service teams in Lean/Six Sigma principles and tools.
• Prepare and present business cases, project status reports and improvement impact analysis to senior leadership and regional stakeholders.
• Ensure redesigned processes remain compliant with customs regulations, trade compliance requirements, and data privacy/regulatory standards across the geographies served.

Job Requirements - Experience and Education

• Bachelor's degree in Industrial Engineering, Supply Chain, Logistics, Business Administration or a related field (Master's degree an advantage).
• Minimum 10 years' overall experience, including a strong track record in business process engineering, continuous improvement or operational excellence roles
• Six Sigma Green Belt certification required; Six Sigma Black Belt strongly preferred.
• Lean/Kaizen certification or equivalent process excellence qualification is an advantage.
• PMP or equivalent project management certification is a plus.
• Prior experience within freight forwarding, logistics or supply chain industry is essential, with working knowledge of air, sea and/or road freight operations.
• Demonstrated experience leading process improvement initiatives independently and end-to-end within a Customer Service or freight operations environment.
• Proven experience leading projects across multiple countries, trade lanes and geographically dispersed, cross-functional stakeholder groups.
• Experience with freight/forwarding systems (e.g. TMS, CargoWise or similar), CRM and customer service platforms are highly desirable.
• Strong process mapping and BPM capability (e.g. BPMN, Visio, Signavio, ARIS or similar).
• Comfortable working with large datasets and reporting/BI tools (Excel, Power BI, Tableau or similar) to derive insight.
• Working knowledge of digital enablement and automation relevant to freight (EDI, e-documentation, visibility platforms, workflow automation).

Leadership Behaviors

Skills