Customer Service Support Specialist

Summary:

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.