Customer Service Officer (Marine)

Responsibilities

• Attend to vessel-related enquiries from shipowners, ship operators, and charterers via phone, email, and online portals, ensuring prompt and professional resolution of requests.
• Coordinate port arrival and departure logistics by liaising with port authorities, terminal operators, and vessel agents to facilitate smooth vessel clearance.
• Process and verify shipping documentation including bills of lading, cargo manifests, and customs declarations using port management systems.
• Monitor vessel schedules and berth allocations through maritime operations software, proactively flagging delays or changes to relevant stakeholders.
• Liaise with internal operations, logistics, and finance teams to ensure accurate billing of port dues, agency fees, and ancillary charges via ERP platforms.
• Maintain up-to-date records of client accounts, service histories, and vessel calls in the company's CRM system.
• Prepare and distribute post-call reports, service summaries, and performance updates to clients and management in a timely manner.
• Support the onboarding of new clients by explaining service offerings, standard operating procedures, and documentation requirements.
• Identify and escalate service disruptions, cargo discrepancies, or compliance issues to the operations team in accordance with established protocols.
• Contribute to continuous service improvement initiatives by gathering client feedback and working with cross-functional teams to refine service delivery processes.

Requirements

• Diploma or Degree in Shipping, Maritime Studies, Logistics, Business Administration, or a related discipline.
• Minimum 2 years of customer service or operations experience in a maritime, port, shipping, or logistics environment.
• Proficiency in maritime documentation processes (e.g., bills of lading, port clearance), working knowledge of port management or shipping systems, and familiarity with MS Office applications including Excel and Outlook.
• Strong interpersonal and communication skills with the ability to manage multiple stakeholders effectively; a customer-first mindset with the composure to handle time-sensitive situations.
• Willingness to work on rotational shifts or be on standby during weekends and public holidays, in line with 24/7 port operations requirements.

Clarence Khoh

R1552376