Group Company: SeaLead Denizcilik Anonim Sirketi
Designation: Executive - Import Customer Service & Documentation
Office Location: Mersin, Turkey
Position description:
- 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: Timely Delivery of Documents (Booking/ Invoice/ Bill of Lading).
- 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.
- 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.
Primary Responsibilities:
Additional Responsibilities:
Reporting Team
- Reporting Designation:
- Reporting Department:
Educational qualifications preferred
- Category:
- Field specialization:
- Degree:
- Academic score:
- Institution tier:
Required Certification/s:
Required Training/s:
Required work experience
- Industry: Container Shipping
- Role: Customer Service
- Years of experience: 3 years
Key Performance Indicators:
Required Competencies:
- 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.
Required Knowledge:
- Import Shipping Processes and Documentation workingknowledge is a must.
- MS Office Applications especially Excel.
- Basic knowledge of geography and port operations.
Required Skills:
Required abilities
Work Environment Details:
Specific requirements
- Travel:
- Vehicle:
- Work Permit:
Other details
- Pay Rate:
- Contract Types:
- Time Constraints:
- Compliance Related:
- Union Affiliation:
