Supervisor – Customer Service and Documentation
| Department: | Customer Service and Documentation | Grade: | E | |
| Reporting to: | Manager – Customer Service | Direct reports: | None | |
|
| ||||
| 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 ExportShipping Documentation are accurate, timely and in order, as per therequirements of various Regulatory/ Compliance Authorities. · Enhance customer experience by offering smooth,hassle-free Import and Export Documentation activities, pertaining to Invoicingand final Delivery Order / Bills of Lading release. · Accurate invoicing capturing correct Tax requirementsand application of Import and Export Detention tariffs within the system,automated/ manual, as applicable. · Handling exception requests, managing delays by timelyco-ordination for all procedures with internal/ external stakeholders. · Managing email/ phone response to ensure timelyresponse to internal and external customers. · Timelyfollow up on all Delinquent boxes – Laden/ Empty return to ensure quickclearances and return of empties to the Equipment Inventory pool. · Maintains thorough knowledge of services, as well aslegislation and maritime rules & regulations. · ManageVessel/ Voyage changes and Customer Communications, as required. · Attend Customshearing/ enquiry, if necessary. · Followingprescribed KYC checks and maintaining relevant data/ records, as stipulated. · Follow upwith other Departments, on queries related to Import and Export procedures, toensure end to end resolution. · Adoptionof new process/ tools/ roll outs and contribution/ feedback towards systemsimprovements to enhance efficiency and productivity. · Strictadherence and compliance with processes & policies and local authorityrequirements and deadlines. · MakeSeaLead easy to do business with, through: o Timely Delivery of Documents (Invoice/ DeliveryOrder). o Timely Customs Filing, Cargo clearance and delivery. o Pro-Active Notification of inbound shipments. o Exception Management. o Ensuring data integrity of systems. · Support any ad hoc tasks assigned by management.. Dispute coordination, follow up on and closure
· Timelyaction and escalation of complex complaints, potential issues with Customs,related to filing / amendments. · Constantand urgent follow up with concerned internal/ external Parties to ensure customsfiling on time, accurately. · End toend follow up on Invoice disputes: receive disputes, investigate, coordinatewith all stakeholders for fast resolution. · Performand report root cause analysis on delays / errors : identify root causes andrecord them, check for repetitive trends and report to Management. · Timelyaction 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: | Language requirements: | |||
| Bachelor’s Degree or qualified professional. | Good command of spoken and written English. | |||
|
| ||||
| Background and experience: | Competencies and skills: | |||
| · Minimum 5 - 6 years’ experience in the Container Shipping industry. · 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. | |||
| AUTHORISATION | ||||
| Reporting manager: |
| Date: | Signature | |
|
HR: |
| Date: | Signature | |
