Supervisor - Import Documentation

Department:

Customer Service

Grade:

E

Reporting to:

Head – Customer Service & Documentation, India

Direct reports:

None

Job purpose:

• The primary role of the Import Documentation Supervisor is to effectively handle the front facing end to end activities of the Doc cycle and all the relevant interactions / correspondence with Customers/internal Stakeholders relating to SI updation, Amendment, Draft, Invoicing, BL release etc. This role reports into the Head, Customer Service & Doc, India

Main tasks and responsibilities:

Customer Relations

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

• Correctly capture, update SI info in the systems and meet the stipulated delivery SLAs for Draft, Amendment, BL release

• Enhance improved customer experience by offering accurate, pleasant and prompt Import cycle-related updates on 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.

• 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.

• Correct invoicing with GST info, correct adhoc charge addition / calculation and any relevant add-ons

• 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

• Timely Delivery of Documents (Booking / Invoice / Bill of Lading)

• Professional and timely relay of info via Phone / Email exchange

• Exception Management

• Ensuring data integrity of systems

Dispute coordination, follow up on and closure

• Timely action and escalation of complaints, potential issues related to invoicing errors, timely submission of SI, timely manifest info to concerned Stakeholders

• Constant and urgent followup with concerned internal / external Parties to ensure timely and accurate info relayed back to Customer

Key interactions (Internal | External):

External: Vessel Partners | Customers | Customs | Terminal | Vendors

Internal: Across the Departments | Overseas offices.

Education requirements:

Language requirements:

Bachelor’s Degree or qualified professional.

Good Command of Spoken & Written English.

Background and experience:

Competencies and skills:

• Bachelor’s Degree or qualified professional

• Minimum 5 years’ experience in the Container Shipping industry

• Import / Import Shipping Processes and Documentation working knowledge, is a must.

• MS Office Applications, Excel

• Basic knowledge of geography and port operations

• Excellent communication, written and verbal.

• Pleasant, patient listening skills

• Team Player, strong interpersonal skills.

• Customer 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.