Purpose
Customer service & Documentation role communicates with customers through emails, phone calls, and other means, taking charge of the entire process from order reception, handling data, preparing documents, to tracking goods and information. By coordinating with various internal stakeholders, they respond to customer requests and resolve various emergencies. They serve as an important window for maintaining and managing customer relationships.
Responsibilities
61 Handle day-to-day customer inquiries related to vessel schedules, shipping documentation, and operational updates through various channels such as phone, email, and online systems.
61 Prepare and process shipping documentation, including Bills of Lading, customs declarations, and cargo manifests, ensuring compliance with local and international regulations.
61 Coordinate with internal departments and external stakeholders, including clients, port authorities, and customs, to ensure accurate and timely delivery of documents.
61 Log and track customer service interactions and documentation activities in relevant systems, ensuring transparency and proper record-keeping.
61 Provide ***-line support for routine documentation and service-related inquiries, escalating more complex issues to the Team Leader when necessary.
61 Ensure timely and accurate communication with clients regarding documentation status, operational changes, and any service-related updates.
61 Maintain compliance with maritime regulations, company policies, and industry standards.
Qualifications Bachelor’s degree in Maritime Studies, Logistics, or related fields (or relevant vocational training with a focus on shipping and logistics)
Skills Strong communication and organizational skills, with the ability to manage multiple tasks in a fast-paced environment.
Experience 1-5 years of customer service or documentation experience, preferably within the marine agency, shipping, or logistics industries.
Proficiency in using customer service and documentation systems.
Knowledge Basic knowledge of shipping documentation processes, including Bills of Lading and customs requirements.
Behaviour Self-motivated, ability to work independently with initiative.
Eagerness to learn and develop within the marine agency industry.
Strong commitment to delivering excellence with strong focus on customer centric service excellence.