Manager Customer Service

Department:

Customer Service and Documentation

Grade:

G

Reporting to:

Managing Director

Direct reports:

None

Job purpose:

·       Primary role is to manage the overall activities of the Import and Export Documentation and Customer Service Desk and all the relevant interactions/ correspondence with Customers, Customs/ Terminal Authorities, Internal Stakeholders, Vessel Partners (where applicable) to achieve the team’s KPIs.

Main tasks and responsibilities:

Customer Relations

·       Core responsibility is to ensure all Import and Export Shipping Documentation are accurate, timely and in order, as per the requirements of various Regulatory/ Compliance Authorities.

·       Enhance customer experience by offering smooth, hassle-free Import and Export Documentation activities, pertaining to Invoicing and final Delivery Order/ Bills of Lading release.

·       Accurate invoicing capturing correct Tax requirements and application of Import and Export Detention tariffs within the system, automated/ manual, as applicable.

·       Handling exception requests, managing delays by timely co-ordination for all procedures with internal/ external stakeholders.

·       Managing email/ phone response to ensure timely response to internal and external customers.

·       Timely follow up on all Delinquent boxes – Laden/ Empty return to ensure quick clearances and return of empties to the Equipment Inventory pool.

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

·       Manage Vessel/ Voyage changes and Customer Communications, as required.

·       Attend Customs hearing/ enquiry, if necessary.

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

·       Follow up with other Departments, on queries related to Import and Export procedures, to ensure end to end resolution.

·       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 authority requirements and deadlines.

·       Make SeaLead easy to do business with, through:

o   Timely Delivery of Documents (Invoice/ Delivery Order).

o   Timely Customs Filing, Cargo clearance and delivery.

o   Pro-Active Notification of inbound shipments.

o   Exception Management.

o   Ensuring data integrity of systems.

·       Support any ad hoc tasks assigned by management.

Dispute coordination, follow up on and closure

·       Timely action and escalation of complex complaints, potential issues with Customs, related to filing/ amendments.

·       Constant and urgent follow up with concerned internal/ external Parties to ensure customs filing on time, accurately.

·       End to end follow up on Invoice disputes: receive disputes, investigate, coordinate with all stakeholders for fast resolution.

·       Perform and report root cause analysis on delays/ errors : identify root causes and record them, check for repetitive trends and report to Management.

·       Timely action and escalation of complex complaints, potential issues with Customs, related to IGM filing/ amendments to avoid any Penalties.

Leadership

·       Train, develop and mentor team-members.

·       Develop and maintain a Customer focused mindset in the Team.

·       Monitor performance of individual Team Members and provide timely feedback for improvements.

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

·       Develop a robust succession plan and ensure people development and growth.

·       Lead the team to achieve best-in-class Service.

·       Responsible for employee engagement within the team.

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 and written English

Background and experience:

  Competencies and skills:                     

·       Minimum 10 years’ experience in the Container Shipping industry.

·       Import/Export Shipping Processes and Documentation, Customs formalities is a must.

·       Minimum 3-5 years’ experience in handling a small team.

·       MS Office Applications and ability to prepare reports.

·       Basic knowledge of geography and port operations.

·       Manage and measure work performance.

·       Excellent communication, written and verbal.

·       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.

·       Coaching, mentoring of new inductees.

AUTHORISATION

Reporting manager:

Date:

Signature

HR:

Date:

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