Executive - Export, Customer Service & Documentation

Executive - Export, Customer Service & Documentation

Department :

Customer Service Experience required :

0 - 5 years Executive – Export,Customer Service Department : Customer Service Grade : C Reporting to : Assistant Manager - Customer Service and Documentation Direct reports : None Job purpose :

• The primary role of the Export Customer Service Executive is to effectively handle the front facing end to end activities of the Export cycle and all the relevant interactions / correspondence with Customers / internal Stakeholders relating to Booking Release, SI updating, Invoicing, BL release, Loading Delivery status etc. This role reports into the Asst Manager CS / Documentation. Main tasks and responsibilities : Customer Relations
• Core responsibility is to ensure all Export 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 export-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 export cycle-related updates on Bookings / export BL / Invoice.
• Accurate invoicing capturing correct GST requirements and application of any relevant local charges such as VIA / Shutout / Export 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 Export 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 : o Timely Delivery of Documents (Booking / Invoice / Bill of Lading). o Professional and timely relay of info via Phone / Email exchange. o Exception Management. o Ensuring data integrity of systems. 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-export of export container request.
• Sending out timely and professional customer advisories on change of vessel, vessel delays etc.
• 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. Key interactions (Internal | External) : External : Customers | Surveyors | Empty Depot. Education requirements : Language requirements : Bachelor’s Degree or qualified professional. Background and experience : Competencies and skills :
• Minimum 3 years’ experience as customer service in the Container Shipping industry.
• Export Shipping Processes and Documentation working knowledge is a must.
• MS Office Applications especially Excel.
• Basic knowledge of geography and port operations.
• Excellent communication, written and verbal.
• Pleasant, patient listening 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.
• Willingness to provide support and coaching for team members and share knowledge.

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