Executive - Import Customer Service & Documentation

Customer RelationsCore 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 SeaLead’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 SeaLead easy to do business with, through:Timely Delivery of Documents (Booking/ Invoice/ Bill of Lading).Professional and timely relay of info via Phone/ Email exchange.Exception Management.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 changeof vessel, vessel delays etc. Onboarding customers. Support the ad hoc tasks assigned by management.