Manager Customer Service

Manager – Customer Service and Documentation 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) : 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.
• 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.

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