Customer’s Contact Point and Escalation
- Ensuring no mistakes and/or misunderstandings during verification of HB/L before releasing cargo under different types of bill of ladings
- Strict maintenance of on-time KPI
- Proactively explain procedures to customers in case of questions
- Quick solution finding in case of escalations
- Ensuring no delay of customs application with regards to physical submission to customs offices and/or online procedures
- Adherence of KPIs for customs and pre/on-carriage procedures
Customer Service
- Assisting customer(s) during booking stage
- Monitoring and completing performance/KPI reports to customers’ requirements of own-controlled business
- Act as the contact point between customers and other sub-contractors during shipment handlings
- Ensuring the validity of quotations before handling shipments and coordinating with the respective Sales/Sales Coordinator if rate extension is required
- Updating shipment status on customers’ requirements
- Responsible for cross-trade shipment, ensuring smooth communication, instructions and billings among Origin office, Destination office and customers
- Providing high quality service and monitoring status from Origin office to Destination office
KPI Adherence in Operational System
- Constant monitoring while ensuring that milestones/status codes are set up accurately
- Meeting of timeframe KPIs for adding new contacts in operational system
- Finance-related document creation such as Accounts Receivable and Accounts Payable
- ‘On time’ job closing in operational system
Documentation Management
- Strict meeting of on-time receipt of correct and sufficient documents
- Archiving of documentation into job file before vessel arrival
- Avoiding of postponed shipments due to lack of documents
- Meeting of KPIs for documentation collection, completion, and submission
- Monitoring payment to creditors and late payment received from debtors without notification and clear reasons from Accounting. Check and evaluate invoices in terms of accuracy.
- Managing relevant documentation for filing, eg. different types of Bill of Lading and ensuring mandatory documentation in respective files
- Ensuring smooth correlation with interrelating departments, such as trucking, customs brokerage, etc.
Requirements:
- Diploma in Logistics/Transport Management/Supply Chain or equivalent
- Knowledge of local and international freight services and customs policies
- Familiar with industry standard programs and able to operate standard systems relevant to the position
- Excellent communication skills in English, both verbal and written
- Possess a strong customer service mindset
- Analytical and data-driven
- Ability to quickly understand processes
- Independent self-starter, well-organised, detail-oriented and ability to multi-task with excellent time management skills
- Good team player
- Possess a professional working attitude
- Proficient with MS Office applications
