Main Customer Contact and Issue Resolution
- Ensure accurate verification of House Bills of Lading (HB/L) prior to cargo release to avoid errors or misunderstandings across different bill of lading types.
- Maintain strict adherence to on-time KPI requirements and operational deadlines.
- Proactively explain shipping and customs procedures to consignees and address inquiries in a clear and professional manner.
- Provide prompt and effective solutions in handling operational issues and customer escalations.
- Ensure timely customs processing, including physical document submission and online customs procedures, without delays.
- Monitor and comply with KPIs related to customs clearance and on-carriage operations.
- Deliver and monitor high-quality service coordination between Origin and Destination offices.
- Generate and submit accurate, on-time reports in accordance with customer requirements and service.
KPIs adherence in Operational System
- Continuously monitor and ensure accurate milestone updates and status code entries in compliance with 100% Data Quality standards.
- Meet KPI timelines for the creation and updating of new customer contacts in the operational system.
- Prepare and process finance-related documents in the operational system, including Accounts Receivable (AR) and Accounts Payable (AP).
- Ensure timely closure and completion of jobs in the operational system
Documentation Management
- Ensure the timely receipt of complete, accurate, and sufficient shipping and customs documentation.
- Maintain proper filing and archiving of all shipment documents in the job file prior to vessel arrival.
- Prevent shipment postponements caused by incomplete or missing documentation.
- Meet KPI timelines for documentation collection, verification, completion, and submission.
- Monitor payments to creditors and follow up on delayed payments from debtors, coordinating with the Accounting Department for proper clarification and resolution.
- Review and verify invoices to ensure accuracy and correctness.
- Manage and maintain all relevant shipment documentation, including various types of Bills of Lading and other mandatory records required for each file.
- Ensure smooth coordination and effective communication with related departments, including trucking, customs brokerage, and other operational teams
- Bachelor’s degree in Logistics, Transport Management, Supply Chain Management, or a related field.
- Excellent verbal and written communication skills in English and the local language.
- Minimum of 3 years’ experience in a team leadership or similar role within the logistics or freight forwarding industry.
- Strong knowledge of local and international freight forwarding services, shipping processes, and customs regulations.
- Experience in pricing, procurement, and rate management related to ocean freight operations.
- Proficient in using industry-standard systems, software, and operational tools relevant to freight forwarding and logistics.
- Strong customer service orientation with analytical and problem-solving skills.
- Professional, organized, and results-driven working attitude.
- Highly motivated to learn new processes, accept feedback positively, and work independently.
- Ability to complete tasks efficiently with minimal supervision.
- Highly trainable, adaptable, and approachable team player.
