Import / Export Customer Service

Roles & Responsibilities

Job Summary – To provide an efficient customer service and management to new and

existing customers, process all documentation requirements for export and import services,

provide operational assistance to ensure seamless shipment flow as well as communicate

effectively with customers

He/She is also responsible for managing overall service quality and customer relationship

management resources, including manpower, internal assets and external vendors.

Resourceful and analytical, he/she is required to manage resources and obtain buy-in from

internal and external stakeholders. He/She is also expected to lead teams and make

business decisions independently.

Key Responsibilities and Accountabilities

• To attend to customer bookings for import/export cargo
• To process the booking confirmations / nominations with carriers and overseas offices
• To process import / export documentations (HBL, MBL, Permits, Trucking Orders)
• Process value added requirements as per specific customer’s SOP
• Issuing of payment vouchers to carriers
• Prealerts and follow ups with destination offices as per requirements
• To handle customer grievances and solutions in time of service failures

Additional Responsibilities

• To provide operational support to commercial clients / Liaison with operations (i.e. container inspection, cargo inspection)
• Sourcing of rates from various providers and agents (for new services, adhoc enquiries)
• Maintain a Cost sheet with buy rates from lines
• Distribute SSR rates to sales and overseas offices for rate requests

Requirements

• Minimum educational qualification required Diploma and above.
• A minimum of 5 years freight forwarding with 3 years experience as senior executive / managerial level
• A great attitude and self motivated individual
• Excellent written and communication skills
• Well versed with MS office and other computer software