Executive - Customer Service and Documentation

Executive - Customer Service and Documentation

Job title

Executive – Customer Service and Documentation

Grade

Department

Customer Service and Documentation

Grade Band

Professional

Reporting to

Deputy Manager – Customer Service and Documentation

Direct reports

Job purpose

Assist in issuing delivery orders for the imports, involves ensuring the accurate and efficient handling of all paperwork and records associated with the shipment of books. This includes preparing shipping documents, coordinating with carriers, tracking shipments, verifying delivery, and maintaining records for compliance and auditing purposes. The role ensures that books are shipped in a timely manner, meet all regulatory requirements, and reach their destination without issues.

Main tasks and responsibilities

Shipping Coordination

Release export bookings and Bill of Lading (BL) accurately and on time.

Send vessel schedules and arrange transshipments as required.

Coordinate with liners to secure SOC space bookings, balance or return space when necessary.

Customer Service Support

Follow up and attend to customer inquiries related to rollover and change of destination (COD).

Maintain ongoing communication with clients throughout the shipping process.

Ensure timely responses to clients and principals, enhancing satisfaction and loyalty.

Shipment Monitoring

Track shipment progress and provide timely updates to clients.

Resolve issues or delays by coordinating with relevant stakeholders.

Verify payments and issue Original Bill of Lading (OBL), Telex Release, or Sea Waybill (SWB).

Compliance & Documentation

Ensure full compliance with local regulatory requirements.

Prepare and manage all shipping documentation, including BLs, invoices, and packing lists.

Maintain accurate records for auditing and compliance purposes.

Professional Development

Participate in training programs and continuous professional development initiatives.

Key Performance Indicators (KPIs)

| Regulatory Compliance – Ensure 100% compliance with local and company regulations in all shipping and documentation activities. (Weightage : 25%)

| Client Response Timeliness – Achieve 100% timely response rate to all client and principal inquiries. (Weightage : 25%)

| Customer Satisfaction – Deliver excellent service, maintaining a client satisfaction rating above 90%. (Weightage : 20%)

| Documentation Accuracy – Ensure 100% accuracy in preparation and management of all shipping documents. (Weightage : 15%)

| Issue Resolution Efficiency – Resolve all shipment-related issues within defined turnaround time. (Weightage : 15%)

Key interactions (Internal | External)

Internal : Finance | HR & Admin | Operations | Documentation | Sales

Education requirements

Language requirements

Background and experience

Competencies and skills

Should have worked in Feeder / Shipping line for at least 2-3 years in executive role.

Regulatory Compliance : Familiarity with international trade regulations, client procedures, and documentation requirements.

Technology Proficiency : Utilizing software and technology platforms for booking shipments, tracking cargo, and managing documentation.

Problem-Solving Abilities : Handling unexpected issues such as delays, damages, or changes in shipping schedules efficiently

Core Competencies

| Integrity & Accountability – Demonstrates honesty, keeps commitments, and takes responsibility for actions and outcomes. | Customer Focus – Understands and anticipates customer needs; delivers value-added solutions. | Collaboration – Builds and sustains effective working relationships within and across teams. | Communication – Expresses ideas clearly and listens actively to ensure understanding. | Problem Solving – Identifies issues and analyzes information to generate effective solutions.

| Shipping & Documentation Expertise – Proficient in preparing and managing shipping documents such as BLs, invoices, and packing lists. | Operational Coordination – Coordinates bookings, shipment progress, and customer communications effectively. | Compliance Awareness – Familiarity with trade regulations and adherence to compliance standards. | Technology Proficiency – Skilled in logistics software and documentation systems. | Issue Resolution – Handles shipment delays, damaged goods, or incorrect shipments efficiently.

Authorization

Reporting manager

Date : (signature)

HR

Date : (signature)

Disclaimer : This job description is not an exhaustive list of accountabilities and activities. Job incumbents may be required to perform additional job-related tasks and duties as assigned .

How to apply

Please fill out the application form below and share your cover letter and CV.

Preferences

Attach your CV

Please upload your resume in PDF (maximum file size : 1 MB).

I accept to be contacted by House of Shipping in relation to my application.

“Treating all the employees equally is the most impressive thing you can get from a company. House of Shipping is compassionate when it comes to its employees and provides a family atmosphere. I am grateful to be part of the team!”

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