Job Description:

Job Summary

We are seeking a proactive, organized, and customer-focused Member Relations & Operations Executive to support the day-to-day operations of our global logistics network. The ideal candidate will serve as the primary point of contact for members, ensuring exceptional customer service, efficient communication, and strong member engagement.

This role involves managing member communications, onboarding new members, maintaining accurate records, supporting network growth initiatives, and fostering long-term relationships with freight forwarding companies and global logistics partners.

Key Responsibilities

Member Communication & Support

• Monitor, manage, and respond to incoming emails in a professional and timely manner.
• Handle member inquiries and provide accurate information regarding network services, membership policies, membership benefits, and operational procedures.
• Follow up on pending requests, inquiries, complaints, and member issues to ensure timely resolution.
• Facilitate effective communication between members and management.
• Maintain accurate records of communications, member interactions, and support activities.

Membership Management

• Assist with member onboarding, profile verification, account activation, and member setup processes.
• Support membership renewals and member retention initiatives.
• Maintain and update member databases, directories, and internal records.
• Assist members with profile updates and platform support.
• Monitor member engagement and encourage participation in network activities and events.

Relationship Management

• Build and maintain strong professional relationships with existing and prospective members.
• Coordinate and communicate with freight forwarding companies, logistics providers, and global network partners.
• Act as a trusted point of contact and support members' business networking requirements.
• Collect member feedback and ensure concerns are communicated, tracked, and resolved.

Communication & Content Management

• Draft and distribute professional emails, announcements, newsletters, membership updates, and network communications.
• Support marketing initiatives and member engagement campaigns through effective communication.
• Ensure consistent messaging and compliance with network communication standards.

Operations & Administration

• Prepare periodic reports on member activity, onboarding status, member inquiries, engagement metrics, and operational performance.
• Collaborate with cross-functional teams to resolve member issues and improve service quality.
• Ensure compliance with network policies, operational standards, and communication guidelines.
• Perform administrative support and back-office operations as required.

Required Skills & Qualifications

• Excellent written and verbal communication skills in English.
• Strong email drafting and professional correspondence skills.
• Ability to build and maintain professional relationships.
• Strong organizational, time management, and multitasking abilities.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace.
• Ability to work independently and manage multiple priorities.
• High attention to detail, analytical thinking, and problem-solving skills.
• Experience in Customer Service, Membership Management, Client Relations, or the Logistics Industry is preferred.

Preferred Background

• Experience in Freight Forwarding, Logistics, Supply Chain Management, or Global Logistics Networks.
• Experience in Membership Management, Customer Success, Client Relationship Management (CRM), or Operations Management.
• Familiarity with CRM Systems, Database Management, Online Collaboration Tools, and Workflow Management Platforms.