Job Openings Customer Service Executive

About the job Customer Service Executive

About our client

Our client is a global leader in the Maritime Solutions and Services industry. They offer a wide range of maritime services, including ship management, commercial management, crewing, and technical services. This comprehensive suite ensures that clients receive integrated and efficient solutions for all their maritime needs. 

Our client has been In Japan for over 50 years and has built up a strong reputation in the maritime sector. They are particularly strong in Cruise Ship and Tramp Ships agency, where they leverage their decades of experience in handling vessels calling ports all over Japan as well as the group's extensive regional agency network and strong name to provide high-quality services tailored to the unique needs of the Japanese Cruise and General Ships Agency market. 

ROLE AND CONTEXT

Position Overview

The main responsibility of the role is to support the ship agency team in arranging operations at port. 

He/she handles cargo documents (e.g. Bill of ladings, cargo import and export documents, booking lists, shipping orders, Shipping permits, delivery orders, invoicing) and ensures that the relevant documentation is in order to commence the discharging and loading operations of the vessel - in compliance with local regulations. He/she liaises with external agencies on daily work matters, has knowledge of port and cargo documentation procedures, handles customer communication and solves problems under the guidance of the Operations Team.

Key Responsibilities & Accountabilities

Documentation:

    • Monitor ships arrival / departure and facilitates documentation procedures to support the team.
    • Handles and liaises with regulatory authorities to ensure cargo documentation clearance is completed.
    • Manage all cargo documentation, invoices, B/Ls for inbound/outbound shipments.
    • Assist with PDA & FDA completion.
    • Verify records on incoming and outgoing shipments and assist with income collection.
    • Update and maintain shipment records.
    • Communicate and liaise with local port agents and suppliers to ensure cargo/ship arrangements are in order.
    • Work with port authority offices and customs ensuring cargo documents are in order.
    • Handle customs clearance and port procedures related to ship and cargo movement.
    • The customer service role & tasks will be divided between cruise lines and freight forwarding sections.

Operations Administration:

  • Assist with schedule updates, cargo bookings for Vessels ETA/ETD (Specifically for Cruise Ships & Freight Forwarding), work closely with operations team.
  • Handles customer inquiries on matters pertaining to cargo bookings and ship arrival / departures.
  • Monitor ships' Principals enquiries and co-ordinate with the Operations Team to ensure all emails are responded in a timely manner.
  • Monitor cargo movements, inland transportation logistics and deliveries.
  • General Operations administrative duties and ad-hoc duties as assigned.

Relationships

    Internal:

    Maintains working relations with all staff in other departments as well as with staff in other divisions of Wallem Group to ensure that our high service levels are maintained.

    External

    Maintains working relations with Principals, Customers and Port Authorities to ensure that our high service levels are maintained.

        Diploma/Degree in Maritime Business Management or relevant experience in ship agency or port & transportation logistics.

                            NEED TO HAVE

                            • Nationality

                            Japanese Native 

                            • Qualifications

                            Diploma/Degree in Maritime Business Management or relevant experience in ship agency or port & transportation logistics.

                            • Experience

                            Good command of written and spoken English.

                            Due to the ships itinerary, will be able to work after office hours and on weekends and public holidays when necessary.

                            NEED TO KNOW

                            Key Knowledge Areas

                              1. Understand customer service tasks related to shipping, cargo transportation and customs clearance and NACCS system.
                              2. Knowledge of shipping documentation processes, plus handling invoicing and Bills of Lading (BL).
                              3. Knowledge of port & customs system and immigration documentation procedures.

                              NEED TO BE

                              Competencies

                              1. Service Oriented: Commit to exceeding both internal and external customers needs. Proactively identify customer needs and sustain a culture of service excellence within the organization.
                              2. Problem Solving: Generate feasible and efficient solutions to solve problems and capitalize on new opportunities.
                              3. Sense Making: Organize and analyze data and information accurately to identify relationships and detect patterns and trends to gain insights for decision-making.
                              4. Communication: Convey and exchange thoughts, ideas and information effectively through various mediums and approaches.
                              5. Interpersonal Skills: Manage relationships efficiently and communicate with others effectively to achieve mutual consensus and outcomes.

                              Skills

                              1. Computer literate with emphasis on MS Office and E-mail.
                              2. Detail oriented, accountable, adaptable.
                              3. Able to exercise sound judgement.
                              4. Can multitask, organize priorities and able to manage tight timelines.