Owns and manages the customer experience in all interactions with customers
and intermediaries that come to the counter.
Key Responsibilities:
* Build strong and lasting relationships with customers and provide second-to-none customer service.
* Take full responsibilities and end-to-end ownership of customer shipments and issues.
* To manage all Customer Facing Activities for imports at the counter.
* Follow counter TAT as per company guidelines.
* Issuing Delivery Orders in line with local / global SOP's, checking lawful Bill of lading holder. Checking on mode of manifest submission, inclusive of all BL checks.
* Print and release documents (d/o's, Release notes, and b/l's) in line with Maersk policy and customs procedure.
* Preparing Amendments/Short landing Certificates in line with local customs and port authorities' requirements.
* Calculating Demurrage charges in Maersk System, collecting applicable charges per local tariff and validating the Container Release Note.
* Educating new customers on customs procedures.
* Filing of Import Documents, OBL, Manifest, Delivery Order, Dem calculation copies.
* Collection of related amount from customers and providing official receipts using Maersk Systems.
* Daily reconciliation for the collections.
* Submission of manifest to customs without discrepancies and coordinating with Manifest team in case there was any discrepancy to provide the correct manifest.
* Interact with third party agent to ensure amendments are managed without delays and where required internal manifest errors are settled.
* Suggest improvements and work independently on improvements.
* Handle telephones and cases related to counter timely and effectively.
* Weekly monitor on Delivery Order released and follow up with customers properly.
* Responsible for Compliance with the audit requirements
Who we are looking for:
* Bachelor level.
* Minimum [2] years relevant customer service and counter agent.
* Previous experience in shipping/ logistics is highly preferred.
* An excellent team player.
* Able to work under pressure.
* Well organized, efficient and effective.
* Strong interpersonal and communication skills.
* Fluent in Arabic and English (written and oral)
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