Customer Care - Customs Clearance

ob Overview:

A Customer Care representative for the Customs Clearance department in a logistic company is responsible for providing exceptional customer service and support to clients with regards to customs clearance activities.

Job Responsibilities:

1. Act as the main point of contact for customers with regards to customs clearance activities

2. Communicate effectively with customers via phone, email, or other forms of communication to answer queries and provide support

3. Provide customers with accurate and up-to-date information on their shipment clearance status

4. Coordinate with different internal teams to resolve customer complaints and issues in a timely and professional manner

5. Collaborate with the customs clearance team to ensure smooth and timely processing of shipments

6. Keep track of customer complaints and resolutions, and maintain accurate records

7. Liaise with carriers, shipping lines, and agents for timely delivery of shipments

8. Provide guidance and support to customers on customs clearance procedures and requirements

9. Attend to customer queries, complaints and other concerns and provide prompt resolution.

10.Handling all customer inquiries, requests, and complaints related to customs clearance procedures.

11.Providing clients with regular updates on the status of their shipments and tracking the estimated time of arrival (ETA).

12.Sending the initial BAYAN to clients once their shipments have been submitted to customs, and providing any necessary follow-up communication.

13.Notifying clients in case of missing documents or requirements and working with them to resolve any issues.

14.Sending the payment BAYAN to clients once their shipments are ready for customs duty and ensuring payment is received.

15.Uploading all final BAYANs in the Chameleon system and maintaining accurate records of all client communication and transactions.

16.Providing daily and weekly reports to management on customer care metrics and any issues that arise.

17.Updating Chameleon with any required procedures such as pledge not to act and other.

18.Informing clients of any requirements issued by SFDA that may impact their shipments and advising them on how to comply.

19.Collaborating with other teams within the customs clearance department to ensure timely and accurate handling of shipments.

20.Performing other duties related to the job as assigned by the Customs Clearance Section.

· Ensure smooth and timely process flow and updating the customer by email.

· Ensure accurate and timely data entry into our operating system.

· Track and trace shipments as required.

· Utilize Process Monitors and Workflows on daily basis

· Ensure documents are timely sent customers or 3PL.

· Interact with our customers in arranging their shipments, exceeding customer service expectations

· Contribute to maintain strong relationships with customers.

· Meet compliance at all times to regulations.

· Understand department process flow, constantly looking for areas of improved efficiency.

· Ensure all customers' standard operating procedures are followed and updated

· Overseas communications, timely responses to emails and requests (internal and external)

· Coordinating with customers in case of missing documents in files and updating in system.

· Send shipment update reports to clients.

· Sending Initial bayan and final bayan to clients.

· Coordinating with transporter once clearance is complete.