Executive - Import Customer Service & Documentation

Executive - Import Customer Service & Documentation

Group Company: Sea Lead Denizcilik Anonim Sirketi

Designation: Executive - Import Customer Service & Documentation

Office

Location:

Mersin, Turkey

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 Sea Lead’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 Sea Lead easy to do business with, through:
  Timely Delivery of Documents (Booking/ Invoice/ Bill of Lading).

Professional and timely relay of info via Phone/ Email exchange.

Exception Management.

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, short shipped, 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.
• 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.

Required work experience

• Role: Customer Service
• Years of experience: 3 years

Key Performance Indicators:

• Pleasant, patient listening 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.

Required Knowledge:

• Import Shipping Processes and Documentation working knowledge is a must.
• MS Office Applications especially Excel.
• Basic knowledge of geography and port operations.