Executive - Import, Customer Service & Documentation

Executive - Import, Customer Service & Documentation

Department: Customer Service

Experience required: - years

Executive - Import, Customer Service

Department: Customer Service

Grade: C

Reporting to: Assistant Manager - Customer Service and Documentation

Direct reports: None

Job purpose:

The primary role of the Import Customer Service Executive is to effectively handle the end-to-end activities of the Import cycle and all relevant interactions with Customers and internal Stakeholders related to Booking Release, SI updating, Invoicing, BL release, Loading Delivery status, etc. This role reports to the Assistant Manager CS/Documentation.

Main tasks and responsibilities:

Customer Relations

• Ensure all Import activities from Booking to Documentation are managed timely and effectively with Customers via Phone, Email, or at the Doc Counter.
• Act as the primary contact for import-related customer queries.
• Take full responsibility for customer shipments and issues.
• Provide high-quality Customer Service activities.
• Engage in problem-solving and offer optimal solutions.
• Maintain knowledge of services, legislation, and maritime regulations.
• Accurately capture, update, and release Customer bookings/SI info in systems, meeting SLAs for timely release.
• Improve customer experience with accurate and prompt updates on Bookings, Import BL, and Invoice.
• Ensure accurate invoicing, including GST requirements and local charges.
• Handle exceptions, manage delays, and coordinate with relevant stakeholders.
• Attend meetings with Customers to address issues and educate on processes.
• Follow-up on Import Delinquent boxes.
• Maintain a database of Customer contacts.
• Relay Vessel Schedules to Customers weekly or as directed.
• Conduct KYC checks and maintain relevant records.
• Coordinate with Sales and other departments for resolution of Customer queries.
• Adopt new processes, tools, and provide feedback for system improvements.
• Adhere to processes, policies, and regulatory requirements.
• Deliver documents timely and relay information professionally.
• Manage booking processes, shipment follow-up, and cargo issues.
• Handle re-import requests and communicate delays proactively.
• Support ad hoc tasks from management.

Dispute coordination, follow-up, and closure

• Escalate and address complaints related to gate-in, trans-shipment, invoicing errors.
• Follow up with internal and external Parties to ensure timely communication.
• Coordinate documentation processes including SI, BL, amendments, and switches.
• Transmit data to customs to avoid penalties.
• Issue necessary certificates upon compliance.
• Manage customer complaints and ensure proper investigation and remedies.
• Verify documentation for compliance with internal and statutory requirements.
• Support change inquiries and resolve issues.
• Support ad hoc tasks as assigned.

Key interactions (Internal External):

External: Customers, Surveyors, Empty Depot.

Education requirements:

Bachelor's Degree or qualified professional.

Language requirements:

Not specified.

Background and experience:

Minimum 3 years' experience in customer service within the Container Shipping industry. Knowledge of Import Shipping Processes and Documentation is essential.

Competencies and skills:

• Proficiency in MS Office, especially Excel.
• Basic geography and port operations knowledge.
• Excellent communication skills, both written and verbal.
• Patience and pleasant listening skills.
• Customer-oriented attitude.
• Attention to detail and accuracy.
• Ability to work under pressure in a fast-paced environment.
• Flexibility to adapt to new systems and processes.
• Data analysis and decision-making skills.
• Multitasking and stakeholder management abilities.
• Willingness to support and coach team members.