Customer Service Documentation Coordinator

Function and duties:

• Handle Customer phone calls

• Handle cases correspondence with customer on potential claim requests

• Act as point of entry for Bills of Lading inquiries

• Handle documentation exceptions and hard errors, acting proactively to resolve problems to guarantee the service delivery

• When required, handle B/L amendments for urgent cases

• Bill additional costs / fees to customer where applicable

• Process invoice amendments (reversals) received via e-mail

• Handle Bill of Lading releases requests (Telex release, certificates)

• Proactively acts to improve customs and documentation processes (e.g. monitoring of SI quality and time, revenue handling, customer profile)

• Build expertise in all topics related to Export Documentation

• Follow standard processes and new requirements as communicated by management

• Complete all functional HIP training timely

• Min Diploma or Degree with 2-3 years of experience in Customer Service or related experience. (Seniority of job title will be accorded in relation to experience and competence.)

• Fluent in both spoken and written Vietnamese and English is a mandatory requirement. (MUST have)

• Experienced in the Maritime / Shipping industry preferred.

• Proficient in MS Office.