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

NFVJcW5pUWNSbGhXd1VTSlNXanFITlo1aHc9PQ==
  • 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,

Similar Jobs

Aquent Studios

Freelance Photographer Job at Aquent Studios

 ...looking to build a team of highly professional, freelance corporate photographers interested and available for projects with a global brand. We...  .... In this role, you will be responsible for shooting product, environment portraits, and various events. Location: in and... 

We Are Legal Revolution

Real Estate Associate Job at We Are Legal Revolution

Real Estate Associate | Industry-Shaping Transactions | Century City | Up to $220k | On-Site/Hybrid Real Estate Deal Makers Win Property Battles Top 100 Super Lawyers environment &##127775; Shape Industries with High-Value Transactions This 50-attorney... 

Tekton

Manufacturing Operator Job at Tekton

About the company Tekton, Inc. is a family-owned company in Grand Rapids, Michigan. We are dedicated to making the best hand tools you will ever own, and we start by designing the products that we personally believe in and want to own ourselves. We focus especially on...

Sun River Health

Medical Assistant Job at Sun River Health

 ...Rockland, Orange, Dutchess, Ulster, Sullivan, Columbia and Westchester County. Sun River Health is currently seeking a full-time Medical Assistant at to support our Poughkeepsie location. A Medical Assistant helps patients and the clinical team at designated health... 

TRC Talent Solutions

Data Entry Specialist Job at TRC Talent Solutions

 ...Were looking for a detail-oriented and organized professional to support both data entry and talent acquisition functions. This hybrid role involves maintaining accurate records in our systems while also assisting with sourcing, screening, and coordinating interviews...