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Manager Customer Service

Manager Customer Service

Sea-leadSaudi Arabia
30+ days ago
Job description

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

  • 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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    Customer Service Manager • Saudi Arabia