Executive - Customer Service & Documentation, Imports & Exports

Department - Customer Service and Documentation

Location: Kingdom of Saudi Arabia

Job purpose

SeaLead is a global shipping line connecting emerging markets with major economies through container shipping and liner services. Founded in 2017 and headquartered in Singapore. SeaLead initially started with feeder services and then expanded into long-haul liner services over time. Operating in 51 locations and servicing 77 ports worldwide, SeaLead provides a comprehensive range of shipping solutions, including container and feeder services, inland transport, and customised solutions.

Primary role is to handle day-to-day tasks pertaining to Import and Export Documentation and Customer Service Desk and all the relevant interactions/ correspondence with Customers, Customs/ Terminal Authorities, Internal Stakeholders, Vessel Partners (where applicable) to achieve the team's KPIs.

Main tasks and responsibilities

Customer Relations

• Ensure accuracy, timeliness and order of Import and Export Shipping Documentation, as per the requirements of various Regulatory/ Compliance Authorities.
• Act as a primary point of contact for customers having import-related queries.
• Deliver consistent, high quality Customer Service activities.
• Handling exception requests, managing delays by timely co-ordination for all procedures with internal/ external stakeholders.
• Managing email/ phone response to ensure timely response to internal and external customers.
• Engage in constructive problem solving and provide optimal solutions.
• Maintains thorough knowledge of services, as well as legislation and maritime rules & regulations.
• Manage Vessel/ Voyage changes and Customer Communications, as required.
• Accurate invoicing capturing correct VAT requirements and application of any relevant local charges such as VIA/ Shutout/ Import Detention tariffs within the system - automated/ manual, as applicable.
• Following prescribed KYC checks and maintaining relevant data/ records, as stipulated.
• Follow up with other Departments, on queries related to Import and Export procedures, to ensure end to end resolution.
• 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 authority requirements and deadlines.
• Make SeaLead easy to do business with, through:
• Timely Delivery of Documents (Invoice/ Delivery Order).
• Timely Customs Filing, Cargo clearance and delivery.
• Pro-Active Notification of inbound shipments.
• Exception Management.
• Ensuring data integrity of systems.
• Support any 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, and 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.

Education requirements

• Bachelor's Degree or qualified professional.
• Minimum 3-5 years' experience in the Container Shipping industry.
• Import/Export Shipping Processes and Documentation, Customs formalities is a must.
• MS Office Applications and ability to prepare reports.
• Basic knowledge of geography and port operations.

Language requirements

English

Competencies and skills

• Manage and measure work performance.
• Excellent communication, written and verbal.
• Team Player, strong interpersonal skills.
• Customer oriented.
• 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.