Customer Service Support Specialist

Summary:

The Customer Service support is the primary point of contact for clients exporting &

importing cargo, This role is responsible for managing the entire post-booking customer

lifecycle, from confirmation to final document delivery, Invoicing, Arrival Notice,

container tracking, ensuring a high level of customer satisfaction, accurate

documentation, and smooth shipment execution.

Key Responsibilities:

• Customer Interaction & Support:
• Serve as the main day-to-day contact for a portfolio of export clients,

addressing all queries via email and phone.

• Provide professional, timely, and accurate responses to customer inquiries

regarding rates, bookings, documentation, and shipment status.

• Booking Management:
• Process and confirm export bookings accurately in the system.
• Coordinate with the documentation team to issue Draft Bills of Lading for

customer approval.

• Manage booking amendments, cancellations, and special requests (e.g.,

Reefer, hazardous cargo).

• Documentation Handling:
• Guide customers on the required shipping documentation (Commercial

Invoice, Packing List, Certificate of Origin, etc.).

• Check and confirm received shipping instructions for accuracy and

completeness.

• Issue Draft Bills of Lading, Sea Waybills, or Telex Releases as per

customer request and company policy.

• Handle the entire process of Bill of Lading amendments and surcharges.
• Shipment Coordination & Tracking:
• Work closely with the operations team to monitor the movement of export

shipments from gate-in to port of loading.

• Update customers on the status of their cargo (e.g., empty gate-in, loaded

on vessel, vessel departure).

• Proactively inform customers of any delays or issues affecting their

shipments.

• Arrival notice:
• Ensure all arrival notices are sent to customers as per Mawani regulation,

prior shipment.

• Reminder of cargo arrival through email, calls, ..etc.
• Follow up on cargo collection and empty return
• Longstanding
• Follow up on all not released cargo and send reminders to customers,

POL, for all longstanding cargo.

• Escalation to CS manager on all longstanding related cases.
• Invoicing:
• Arrange invoice generation for all Import/Export customers as per agreed

timelines.

• Working on customers disputes.
• Problem Resolution:
• Investigate and escalate any customer complaints and operational issues

efficiently.

• Coordinate with internal departments (Operations, sales, Equipment) to

provide solutions to customers.

• Handle claims-related documentation and initial communication.
• Data Integrity & Reporting:
• Ensure all customer and shipment data is accurately maintained in the

ERP systems.

• Prepare and share regular shipment status reports with key accounts, if

required.

Technical Skills:

• Proficiency in shipping software and MS Office.
• In-depth knowledge of export documentation, Bill of Lading types, and

INCOTERMS.

• Understanding customs clearance processes and export compliance is

advantageous.