Supervisor - Customer Service & Documentation

Home Careers Supervisor - Customer Service & Documentation

Supervisor - Customer Service & Documentation

Job title
Supervisor - Customer Service and Documentation

Job purpose:

• The primary role of the Customer Service and Documentation Supervisor is to manage incoming customer calls and inquiries, offer solutions to our customers with accuracy and efficiency, identifying and assessing customer needs to achieve satisfaction.

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:
  • Timely Delivery of Documents (Invoice/ Delivery Order)
  • Timely Customs Filing, Cargo clearance and delivery
  • Pro Active Notification of inbound shipments
  • Exception Management
  • 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.

Key interactions (Internal External):
External: Vessel Partners Customers Customs Terminal Vendors
Internal: Across the Departments Overseas offices

Education requirements:
Bachelor's Degree or qualified professional

Language requirements:
Good command of spoken and written English

Background and experience:
Minimum 5 - 6 years' experience in the Container Shipping industry

Competencies and skills:

• MS Office Applications
• Excellent communication skills
• Customer Oriented & Good Listener
• Team Player with strong interpersonal skills
• Demonstrate analytical skills and proactive approach to problem solving
• Willingness to adjust to new Systems/ Processes as and when applicable