Customer Relations Serve as the primary point of contact for customers regarding import shipments. Ensure smooth communication via phone, email, or counter visits to resolve customer concerns. Maintain high service quality standards and customer satisfaction. Provide accurate and timely shipment updates, including booking, BL, and invoice status. Handle GST-compliant invoicing and apply relevant local charges (e.g., detention, demurrage). Coordinate with internal teams (Sales, Finance, Operations, Surveyors, etc.) for issue resolution. Attend customer meetings (virtual or in-person) to address concerns and promote process awareness. Manage exceptions, delays, and delinquent boxes effectively. Maintain and regularly update customer databases (contacts, profiles, etc.). Follow KYC and documentation compliance as per Indian regulations. Proactively share vessel schedules and customer advisories (vessel changes, delays). Onboard new customers and support their initial experience.
Internal & External Coordination Collaborate with internal teams: Operations, Sales, Finance, and Agency offices. Liaise with external stakeholders: Customers, Surveyors, Empty Depots. Follow up and escalate issues promptly for quick resolution
Documentation desk Handle complete documentation processes: SI, BL (including amendments, switch BL, telex release, etc.). Ensure timely data submissions to customs (e.g., AMS, ENS) to avoid penalties. Issue required certificates (e.g., free time, IMO, vessel certificate). Manage documentation-related complaints and conduct service failure analysis. Coordinate internally for document changes and compliance verification. Maintain up-to-date knowledge of Indian maritime rules and local customs requirements.
Continuous Improvement & Support Adopt new tools and processes; provide feedback for system improvements. Ensure data accuracy and integrity across systems. Support team training, knowledge sharing, and cross-functional projects. Handle additional tasks assigned by management.
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