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Assistant Manager Customer Service & Documentation
Sea-leadSaudi Arabia, Saudi Arabia, Saudi Arabia30+ days ago
Job descriptionCore 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 : Support any ad hoc tasks assigned by management. 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. 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. 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.
Department : Customer Service
Experience required : - years
Assistant Manager – Customer Service and Documentation
Department :
Customer Service and Documentation
Grade : 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
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.
Dispute coordination, follow up on and closure
Leadership
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 :
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Assistant Manager • Saudi Arabia, Saudi Arabia, Saudi Arabia
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