Job Location : all cities,CA, USA
House of Shipping provides business consultancy and advisory services for shipping & logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.
Currently House of Shipping is recruiting for Executive - Customer Service (Import) for one of their leading global container shipping company.
Job purpose:
The primary role of the Import Customer Service Executive is to effectively handle the front facing end to end activities of the Import cycle and all the relevant interactions/ correspondence with Customers/ internal Stakeholders relating to Booking Release, SI updating, Invoicing, BL release, Loading Delivery status etc. This role reports into the Asst Manager CS/ Documentation.
Main tasks and responsibilities:
1. Timely Delivery of Documents (Booking/ Invoice/ Bill of Lading).
2. Professional and timely relay of info via Phone/ Email exchange.
3. Exception Management.
4. Ensuring data integrity of systems.
1. Manage any short landed, shortshipped, ROB, COD cargoes.
2. Manage customer's expectations when there are shipment delays status.
3. Handle on re-import of import container request.
4. Sending out timely and professional customer advisories on change of vessel, vessel delays etc.
5. Onboarding customers.
6. Support the ad hoc tasks assigned by management.
Dispute coordination, follow up on and closure:
Timely action and escalation of complaints, potential issues related to late gate-in, trans-shipment delays, invoicing errors to concerned Stakeholders.
Constant and urgent follow up with concerned internal/ external Parties to ensure timely and accurate info relayed back to Customer.
Coordinates internally and in close collaboration with stakeholders across the entire SL group to resolve issues.
Documentation desk:
Manages documentation process of Shipping Instruction, Bill of Lading including memo BL, amendments, telex release, switch BL, manifest etc.
Produces accurate and timely data transmission to customs (ENS, AMS etc.) to avoid shut out and penalties.
Issuance of relevant certificates (vessel/ free time/ IMO cert and etc.) upon compliance.
Invoicing.
Manage customer complaints in accordance with documentation matters and ensure service failures are properly investigated and introduce remedies.
Maintains thorough knowledge of services, as well as legislation and maritime rules & regulations.
Detailed verification of documentation to ensure compliance with internal & statutory bodies' requirements.
Internal coordination on change inquiries and issue resolution.
Support the ad hoc tasks assigned by management.
Key interactions (Internal | External):
External: Customers | Surveyors | Empty Depot.
Internal: Management | Operations | Sales | Finance Management | Agency Offices.
Education requirements:
Bachelor's Degree or qualified professional.
Language requirements:
English – Fluent (required)
Background and experience:
3 years' experience as customer service in the Container Shipping industry.
Import Shipping Processes and Documentation working knowledge is a must.
MS Office Applications especially Excel.
Basic knowledge of geography and port operations.
Competencies and skills:
Excellent communication, written and verbal.
Pleasant, patient listening skills.
Team Player, strong interpersonal skills.
Customer Service Orientated.
Attention to detail, error free working.
Work well under pressure in a fast-paced and professional environment.
Flexible, willing approach to adjust to new Systems/ Processes, when applicable.
Ability to draw conclusions and make recommendations based upon data analysis.
Ability to multi-task and deal with and manage multiple stakeholders.
Willingness to provide support and coaching for team members and share knowledge.