Executive - Customer Service and Documentation Job at House of Shipping, Los Angeles, CA

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  • House of Shipping
  • Los Angeles, CA

Job Description

We are hiring on behalf of our client, a leading global container liner company, for the position of Executive – Customer Service and Documentation based in Los Angeles, USA

Role: Executive – Customer Service and Documentation

Department: Customer Service

Grade: C

Reporting to: Assistant Manager - Customer Service and Documentation

Direct reports: None

Location- Los Angeles, USA

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:

Customer Relations

  • Core responsibility is to ensure all Import activities from Booking to Documentation are timely and effectively managed with the Customers through Phone/ Email/ at Doc Counter.
  • Act as a primary point of contact for customers having import-related queries.
  • Take full responsibility and ownership of customer shipments and issues.
  • Deliver consistent, high quality Customer Service activities.
  • Engage in constructive problem solving and provide optimal solutions.
  • Maintain thorough knowledge of services as well as legislation and maritime regulations.
  • Correctly capture, update and release Customer bookings / SI info in the systems and meet the stipulated delivery SLAs for timely release.
  • Enhance improved customer experience by offering accurate, pleasant and prompt Import cycle-related updates on Bookings/ Import BL/ Invoice.
  • Accurate invoicing capturing correct GST requirements and application of any relevant local charges such as VIA/ Shutout/ Import Detention tariffs within the system - automated/ manual, as applicable.
  • Handling exception requests, managing delays by timely co-ordination with internal/ external Stakeholders like Sales/ Finance/ Ops/ Surveyor teams/ destination Offices.
  • Attending face to face/ virtual meetings (where necessary) with Customers to address any issues/ queries raised and to educate Customers on company's process.
  • Timely follow-up on all Import Delinquent boxes
  • Maintaining a clean database of all Customer contacts (emails, telephone numbers, profiles, contact persons and office locations).
  • Relay Vessel Schedules to Customers on a weekly basis or as per timelines conveyed by Management.
  • Following prescribed KYC checks and maintaining relevant data / records, as stipulated.
  • Follow up with other Departments, especially Sales to ensure end to end one-stop resolution on Customer queries.
  • Adoption of new process/ tools/ roll outs and contribution/ feedback towards systems improvements to enhance efficiency and productivity.
  • Strict adherence and compliance with processes & policies and local Regulatory requirements and deadlines.
  • Make company easy to do business with, through:

o Timely Delivery of Documents (Booking/ Invoice/ Bill of Lading).

o Professional and timely relay of info via Phone/ Email exchange.

o Exception Management.

o Ensuring data integrity of systems.

Responsible for entire booking process and further follow-up of the shipment according to customer status.

  • Manage any short landed, shortshipped, ROB, COD cargoes.
  • Manage customer’s expectations when there are shipment delays status.
  • Handle on re-import of import container request.
  • Sending out timely and professional customer advisories on change of vessel, vessel delays etc.
  • Onboarding customers.
  • 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:

  • Minimum 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.

Job Tags

Local area, Immediate start, Remote job, Flexible hours,

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