Custmomer Service Operator

General:

Customer Service Operator reports to Operation Manager is the file owner from its opening until archiving of the file, and also coordinate and execute the clearance process timeously by mobilizing the required resources. Communicate to all stakeholders before, during and after clearance/ delivery & ultimately ensure customer satisfaction.

JOB PURPOSE & MAIN MISSIONS:

The CSO is the file owner from its opening until archiving of the file
Coordinate and execute the clearance process timeously by mobilizing the required resources
Communicate to all stakeholders before, during and after clearance/ delivery
To ultimately ensure customer satisfaction

1. INTERNAL DIRECT COLLABORATORS

Shipping Line Desk
Customs Section
Port Team
Transport Logistics Team
Warehouse Team
Invoicing Team
Disbursement Control
Documentation & Filing {Archive) Clerks
Drivers
Implants
Client Operations Managers

1. EXTERNAL DIRECT COLLABORATORS

Shipping Lines
Port Authority
Government Agencies
Subcontractors

2. MAIN TASKS AND RESPONSIBILITIES DETAILS

Initiate the File :
Create the file in the business software (PEGASUS) after receiving documents/ instructions from the COM -within 1 (one) working day, and within half a day for urgent files
Check all documentation required (Bill of Lading, Commercial invoices, Packing List, TO, etc…) and request for missing and/ or incorrect documentation immediately to the client
Acknowledge receipt of documents to the Customer within the same day of receipt, whether copies or originals
Create the physical file folder(s), mark it accordingly with required details
File all documents and correspondence in respective separators, throughout the “life” of thefile
Update events and necessary steps in the System, including the Ship call date
Where necessary, creation of Client account in the business software (before COM validation)

Process the File through the different stages

Must know at all-time what is the process status of each file within his/ her scope
Require actions from each Section involved in the process following the SOPs in place:
Liaise with Shipping Section to monitor vessel arrival and ensure full documents available before vessel arrival, put client on notice in case of delayed/ incorrect documentation
Request pre-declaration from the Despachante before vessel arrival Ensure client invoiced as per specific invoicing procedure for each account
Collect all money upfront for cash client, before undertaking any clearance step
Push for prompt Customs release upon vessel arrival, within maximum three working days Prepare the Documents Set for Port clearance and correct dispatch before completion of vessel discharge
Follow up Port process and loading to ensure completed within maximum 48 hours after lodging documents in Port
Book transportation with Logistics Team minimum 48 hours before anticipated date of loading Obtain from Port Team and file sets of all clearance documents after cargo exits Port
Pre-alert customer of upcoming delivery, regularly advise truck position
Liaise with Container Logistics department to ensure all Shipping Line containers are returned to respective depots within the allowed free period
Collect proof of delivery and empty container interchange, and file them in respective folder Coordinate invoicing of Service and any other additional charges, control it & hand over for dispatch after COM validation
Forward fully documented files and operationally/ financially complete files for archiving

Monitor and reconcile Stocks movements/ balances, and follow up relevant Customs regularizations

Reconcile Port/ Warehouse reports to ensure cargo stocks match receipts and dispatches, highlight discrepancies immediately.
Keep complete soft-copy and physical records of all cargo receipts, dispatches and stock balances
Reconcile Port/ Warehouse Stocks versus Customs books and client balances to ensure 100% matching at all times, and correct any discrepancies immediately
Alert N+l of any approaching Customs deadlines, exposure and coordinate evacuation of cargo and/ or extension of Customs free period before respective deadlines
Provide to Customs Risk Manager documents for regularization of all suspended and outstanding Customs declarations
Update the Business Software (PEGASUS and Tracking System)
Update the Business and Tracking software every time a process step is achieved.
Print and file important communication relating to each event, and ensure updated chronology always in the physical file, particularly for files with any sort of delays, and at end of operation.
Check supplier1s invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation
Check the client invoices and corresponding attachments (announced in the quotation)
Check the disbursements of each file (comparison with quotation)
Alert/Inform N+l when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation)
Obtain in writing client approval for all additional expenses over and above the quotation, prior to their disbursement to third party supplier, including but not limited to Port Storage and Shipping Line demurrage

Check and file documentation

Control at each step that all relevant/expected documentation is placed in the file folder
Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation)

Alert/Inform Management

Alert management in case of operational issue (significant or not)
Inform management of any information relevant regarding our business activity or environment
Identify issues raised during operations processing whatever in scope or not

Other duties

Perform any other duties as may be directed by Management from time to time, within the scope of Customer Service Operations

TARGETS AND GOALS

100% target on Quality of service KPI (including Client’s KPI)
Customs and Port clearance completion within two working days after completion of vessel discharge
100% invoicing of all files and dispatch of invoice within three working days after loading from Port

PERSONAL QUALITIES REQUIRED