CUSTOMER SERVICE OFFICER

Job Purpose & Main Missions

• File owner from the file opening until the archiving
• Process/Push the file all along the file execution steps by mobilizing the appropriate

Direct Collaborators

• Customs declarants
• Invoicing clerks
• Delivery/Port clerks
• Customs clerks
• Shipping Lines clerks
• Documentation & FCVR clerks
• Drivers
• Implants
• Archives
• Transport department
• Disbursement control
• Finance department

External Direct Collaborators

• Shipping Lines
• Port Authorities
• Government Agencies
• Subcontractors

Main Tasks and Responsibilities Details

• Initiate the file :
  • Create the file in the business software after receiving instructions from the COM
  • Check all documentation required (TO, B/L, commercial invoices...) and request missing documentation to the client only through the COM
  • Launch the file printing and collection
  • Place documentation in the file folder
  • Update of the ship call date in the business software
  • Creation of cash clients in the business software (before COM validation)
• Process/Push the file through the different stages
  • Must know at all times what is the process status of each file within the scope
  • Require actions from each file process protagonist following the SOPs in place:
  • Request Verification/Tally operation to be done & follow the process
  • Require declarant actions once the ship's arrival is known
  • Push for customs invoicing and ensure correct dispatch (after COM validation)
  • Organize/support customs payment procedure (customs clerk)
  • Request & Get the customs delivery order from the customs clerk
  • Issue a transport delivery order and give it to the delivery clerk
  • Collect proof of delivery
  • Request services invoicing & control it & give it to dispatch after COM validation
• Update the business software
  • Update the business software every time a process step is achieved: customs duties taxes amount, declaration number, transport delivery order, back from delivery...
• Check gross margin & disbursements for the quotation
  • Check supplier’s invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation
  • Check the client invoices and corresponding attachments (announced in the quotation)
  • Check the disbursements of each file (comparison with the quotation)
  • Alert/Inform N+1 when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation)
• Check documentation
  • Control at each step that all relevant/expected documentation is placed in the file folder (including emails)
  • Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation)
• Alert/Inform Management
  • Alert management in case of operational issues (significant or not)
  • Inform management of any information relevant to our business activity or environment
  • Identify issues raised during operations processing whether in scope or not

In Case of Vacation

• Proper handover

Targets and Goals

• 100% target on Quality of service KPI (including Client’s KPI)

Personal Qualities Required

• Organised
• Team player
• Self Starter
• Problem Solver
• Ability to work to tight deadlines
• Ability to push people to a common goal.

Required Skills

• At least 2 years’ experience in clearing and forwarding
• Good knowledge of Microsoft Office
• Good use of email
• Excellent communicator

Tools

• Business software (SPOT, Pegasus, Way)
• Standard Operating Procedures