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Job Description
- Coordinate with customers, overseas agent offices, and steamship lines for the import of shipments.
- Handle air/sea import shipments from A to Z. This involves but not limited to:
- Receiving a confirmation from the customer on the rates quoted by pricing team
- Ensuring that incoterm along with pickup/booking requirements are accurately and fully provided by the customer and communicated to the agent overseas office
- Following up with the agent on the pickup/booking status and updating the customer
- Ensuring that shipping documents (Bill of Lading, MAWB, HAWB, certificate of origin) are issued correctly by the agent and confirmed by the customer
- Tracking and tracing to final destination and ensuring that your data entry process is accurate and timely to meet data quality requirement
- Issuing delivery order/release letter (in case clearance is handled by the customer's broker) and sending it along with the shipment's arrival notice
- Alerting customs clearance team about the shipment (in case clearance is handled by us) and providing all the needed documents to process the import customs clearance in a timely manner
- Providing status updates to the customer and arranging delivery once clearance is completed
- Making sure the agent invoice is in conformity with the agreed rates and billing the customer as per quote issued by pricing team.
- Customer service responsibilities include maintaining communication to build relationships with customers, agent overseas offices throughout the process and choosing proper routing/carrier appropriate to the customer's needs.
- Create and maintain SOP's (standard operating procedures) and customer profiles including key contacts, special requirements, contract rates and preferred routings/services/carriers.
- Review all customer documents, contact all first-time customers, perform credit checks, and handle other tasks as needed.
- Monitoring operations performance and creating customer reports as per their needs.
- Participate in quotes for customers and overseas offices as requested.
- Immediately report problems, operation disputes or discrepancies to supervisor/manager.
- Research and resolve operational problems and issues respective to meeting client requirements, data input, and general customer service inquiries related to tracking & tracing.
- Resolve billing discrepancies and discrepancies against client SOP's.
- Prepare weekly, monthly, quarterly, and yearly volume reports per customer.
Job Requirements
- Bachelor degree (logistics specialization is a plus).
- Excellent Microsoft office skills.
- Fluency in English Language both spoken & written.
- FIATA Diploma/certificate is an added value
- Time management is highly needed.
- Excellent follow up skills.
- Customer orientation is a must.
- Excellent communication skills.
- Excellent Negotiations Skills.
- Excellent problem solving abilities.
