- Handle Customer phone calls
- Act as point of entry for Booking / Bills of Lading / Imports inquiries
- To know how the booking process in the shipping cycle and answering booking related queries.
- End to end Imports cycle process
- Handle cases correspondence with customer on potential claim requests
- Act as point of entry for Bills of Lading inquiries
- Handle documentation exceptions and hard errors, acting proactively to resolve problems to guarantee the
- When required, handle B/L amendments for urgent cases
- Bill additional costs / fees to customer where applicable
- Process invoice amendments (reversals) received via e-mail
- Handle Bill of Lading releases requests (Telex release, certificates)
- Proactively acts to improve customs and documentation processes (e.g. monitoring of SI quality and time, profile)
- Build expertise in all topics related to Export Documentation
- Follow standard processes and new requirements as communicated by management
- Complete all functional HIP training timely
- Handling customer escalations and resolving query within TAT and in appropriate manner
- Providing classroom and online training within team
- Exclusively support GAM, NOK and Special Container Customers
- POE for BSD and handling queries within MAG colleagues
- Arranging monthly review calls with GAM customers
Qualifications & Job requirements
- University degree or equivalent
- 5+ years industry experience in transportation industry
- Very good command of written and spoken English
- Working knowledge of MS Office
- Able to work well with others and follow guidelines
- Positive attitude
- Receptive and be able to grasp new ideas and motivate one’s self for personal development
Skills
1. Strong Attention to Detail: The ability to meticulously review and process shipping documents, ensuring regulations and standards.
2. Knowledge of Shipping Procedures: Familiarity with international shipping procedures, including documentation regulations, and transportation modes (e.g., air, sea, land).
3. Documentation and Record-Keeping: Proficiency in creating, managing, and maintaining accurate and organized such as bills of lading, customs forms, certificates of origin, and shipping invoices.
4. Communication Skills: Excellent written and verbal communication skills to effectively interact with internal (e.g., customs officials, freight forwarders), and customers. This includes the ability to convey complex shipping professionally.
5. Time Management: The ability to prioritize tasks, meet deadlines, and work efficiently in a fast-paced shipping documentation requirements may vary.
6. Problem-Solving and Analytical Skills: Aptitude for identifying and resolving documentation related issues incorrect shipping details, missing information, or regulatory non-compliance.
7. Computer Proficiency: Competence in using relevant computer software and systems for documentation purposes, management software, databases, spreadsheets, and word processing applications.
8. Multitasking and Adaptability: Capability to handle multiple shipping projects simultaneously, adapt to changing workload effectively.
9. Compliance and Regulatory Knowledge: Understanding of international trade regulations, import/export standards to ensure adherence to legal requirements and mitigate risks.
10. Teamwork and Collaboration: Ability to collaborate effectively with cross-functional teams, such as logistics, service, to facilitate smooth documentation processes and resolve issues collaboratively.
11. Empathy and Patience: Dealing with customer concerns and frustrations requires empathy and patience. Customer have a compassionate and understanding approach, even in challenging situations, to build rapport with customers solutions.
12. Conflict Resolution: Dealing with customer complaints and conflicts is an important aspect of customer service. conflict resolution skills to handle challenging situations, remain calm under pressure, and find resolutions the company's policies.
