Job Description

We are hiring on behalf of our client, a leading global container liner company, for the position of Executive – Customer Service and Documentation based in Los Angeles, USA

Role: Executive – Customer Service and Documentation

Department: Customer Service

Grade: C

Reporting to: Assistant Manager - Customer Service and Documentation

Direct reports: None

Location- Los Angeles, USA

Job purpose:

The primary role of the Import Customer Service Executive is to effectively handle the front facing end to end activities of the Import 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 Import 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 import-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 Import cycle-related updates on Bookings/ Import BL/ Invoice.
• Accurate invoicing capturing correct GST requirements and application of any relevant local charges such as VIA/ Shutout/ Import 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 company's process.
• Timely follow-up on all Import 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 company 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-import 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 SL group to resolve issues.

Documentation desk

• 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.

Internal: Management | Operations | Sales | Finance Management | Agency Offices.

Education requirements:

Bachelor’s Degree or qualified professional.

Language requirements:

English – Fluent (required)

Background and experience:

• Minimum 3 years’ experience as customer service in the Container Shipping industry.
• Import 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.

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