House of Shipping provides business consultancy and advisory services for shipping & logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.
Currently House of Shipping is recruiting for Executive - Customer Service and Documentation (Export) for one of their leading global container shipping company.
Job Purpose:
The primary role of the Customer Service, Export 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 Manager – Customer Service
Main tasks and responsibilities:
- 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 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 easy to do business with through:
1. Timely Delivery of Documents (Booking/ Invoice/ Bill of Lading).
2. Professional and timely relay of info via Phone/ Email exchange.
3. Exception Management.
4. 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 import container request.
- Sending out timely and professional customer advisories on change of vessel, vessel delays etc.
- Onboarding customers.
- 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 group to resolve issue.
Documentation desk:
- Manages documentation process of Shipping Instruction, Bill of Lading including memo BL, amendments, telex release, switch BL, manifest and 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.
Internal: Management | Operations | Sales | Finance Management | Agency Offices.
Education requirements:
Bachelor's Degree or qualified professional.
Language requirements:
English – Fluent (required)
Background and experience:
Up to 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.
Competencies and skills:
Excellent communication, written and verbal.
Pleasant, patient listening skills.
Team Player, strong interpersonal 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.