1\. Spearhead the daily activities of the Customer Service and Documentation team.
2\. Oversee the timely and accurate preparation of documentation, including BC, BL, manifest, and invoices, to maintain operational efficiency.
3\. Manage and resolve customer issues through effective escalation to ensure high service satisfaction, while proactively identifying operational, customer, or commercial challenges and recommending preventive actions.
4\. Develop, implement, and maintain standard operating procedures (SOPs) for all customer\-facing processes to ensure consistency and efficiency in service delivery.
5\. Monitor end\-to\-end shipment processes to ensure operational efficiency and provide timely updates to customers throughout the delivery cycle.
6\. Oversee daily port operations and maintain effective coordination with key stakeholders, including port authorities, customs officials, and vessel agents, to ensure smooth and compliant operational flow.
7\. Identify gaps in business operations, recommend and implement solutions to improve productivity and compliance.
8\. Maintain compliance with internal SOPs and external regulatory requirements to uphold operational standards and legal obligations.
9\. Manage and strengthen relationships with key clients and principals to drive retention and business growth.
10\. Prepare and monitor commercial proposals, quotations, and tariffs for customer bookings to ensure accuracy, while analyzing cost structures and profitability to support effective pricing strategies.
11\. Work closely with the Finance team to ensure accurate billing and timely collection of payments.
12\. Lead the annual budget planning process and quarterly forecasting for the division to ensure financial alignment.
Job Type: Full\-time
Experience:
- liner operations, agency clearance and customer services: 8 years (Required)
