Executive - Import Customer Service & Documentation

Department:

Customer Service

Grade:

C

Reporting to:

Assistant Manager - Customer Service and Documentation

Direct reports:

None

Job purpose:

·     The primary role of the Import Customer Service Executive is to effectively handle the front facing end to end activities of the Import cycle and all the relevant interactions/ correspondence with Customers/ internal Stakeholders relating to Booking Release, SI updating, Invoicing, BL release, Loading Delivery status etc. This role reports into the Asst Manager CS/ Documentation.

Main tasks and responsibilities:

Customer Relations

·     Core responsibility is to ensure all Import activities from Booking to Documentation are timely and effectively managed with the Customers through Phone/ Email/ at Doc Counter.

·     Act as a primary point of contact for customers having import-related queries.

·     Take full responsibility and ownership of customer shipments and issues.

·     Deliver consistent, high quality Customer Service activities.

·     Engage in constructive problem solving and provide optimal solutions.

·     Maintain thorough knowledge of services as well as legislation and maritime regulations.

·     Correctly capture, update and release Customer bookings / SI info in the systems and meet the stipulated delivery SLAs for timely release.

·     Enhance improved customer experience by offering accurate, pleasant and prompt Import cycle-related updates on Bookings/ Import BL/ Invoice.

·     Accurate invoicing capturing correct GST requirements and application of any relevant local charges such as VIA/ Shutout/ Import Detention tariffs within the system - automated/ manual, as applicable.

·     Handling exception requests, managing delays by timely co-ordination with internal/ external Stakeholders like Sales/ Finance/ Ops/ Surveyor teams/ destination Offices.

·     Attending face to face/ virtual meetings (where necessary) with Customers to address any issues/ queries raised and to educate Customers on SeaLead’s process.

·     Timely follow-up on all Import Delinquent boxes

·     Maintaining a clean database of all Customer contacts (emails, telephone numbers, profiles, contact persons and office locations).

·     Relay Vessel Schedules to Customers on a weekly basis or as per timelines conveyed by Management.

·     Following prescribed KYC checks and maintaining relevant data / records, as stipulated.

·     Follow up with other Departments, especially Sales to ensure end to end one-stop resolution on Customer queries.

·     Adoption of new process/ tools/ roll outs and contribution/ feedback towards systems improvements to enhance efficiency and productivity.

·     Strict adherence and compliance with processes & policies and local Regulatory requirements and deadlines.

·     Make SeaLead easy to do business with, through:

o   Timely Delivery of Documents (Booking/ Invoice/ Bill of Lading).

o   Professional and timely relay of info via Phone/ Email exchange.

o   Exception Management.

o   Ensuring data integrity of systems.

Responsible for entire booking process and further follow-up of the shipment according to customer status.

·       Manage any short landed, shortshipped, ROB, COD cargoes.

·       Manage customer’s expectations when there are shipment delays status.

·       Handle on re-import of import container request.

·       Sending out timely and professional customer advisories on change of vessel, vessel delays etc.

·       Onboarding customers.

·       Support the ad hoc tasks assigned by management.

Dispute coordination, follow up on and closure

·     Timely action and escalation of complaints, potential issues related to late gate-in, trans-shipment delays, invoicing errors to concerned Stakeholders.

·     Constant and urgent follow up with concerned internal/ external Parties to ensure timely and accurate info relayed back to Customer.

·     Coordinates internally and in close collaboration with stakeholders across the entire SL group to resolve issues.

Documentation desk

·     Manages documentation process of Shipping Instruction, Bill of Lading including memo BL, amendments, telex release, switch BL, manifest etc.

·     Produces accurate and timely data transmission to customs (ENS, AMS etc.) to avoid shut out and penalties.

·     Issuance of relevant certificates (vessel/ free time/ IMO cert and etc.) upon compliance.

·     Invoicing.

·     Manage customer complaints in accordance with documentation matters and ensure service failures are properly investigated and introduce remedies.

·     Maintains thorough knowledge of services, as well as legislation and maritime rules & regulations.

·     Detailed verification of documentation to ensure compliance with internal & statutory bodies’ requirements.

·     Internal coordination on change inquiries and issue resolution.

·     Support the ad hoc tasks assigned by management.

Key interactions (Internal | External):

External: Customers | Surveyors | Empty Depot.

Internal:  Management | Operations | Sales | Finance Management | Agency Offices.

Education requirements:

Language requirements:

Bachelor’s Degree or qualified professional.

English – Fluent (required)

Background and experience:

Competencies and skills:                     

·     Minimum 3 years’ experience as customer service in the Container Shipping industry.

·     Import Shipping Processes and Documentation working knowledge                            is a must.

·     MS Office Applications especially Excel.

·     Basic knowledge of geography and port operations.

·      Excellent communication, written and verbal.

·      Pleasant, patient listening skills.

·      Team Player, strong interpersonal skills.

·      Customer Service Orientated.

·      Attention to detail, error free working.

·      Work well under pressure in a fast-paced and professional environment.

·      Flexible, willing approach to adjust to new Systems/ Processes, when applicable.

·       Ability to draw conclusions and make recommendations based upon data analysis.

·       Ability to multi-task and deal with and manage multiple stakeholders.

·       Willingness to provide support and coaching for team members and share knowledge.