Purpose of the Role
- Oversee the end-to-end sea export process, from receiving orders and booking with carriers to cargo arrival at destination, ensuring accuracy, compliance, and on-time execution.
- Act as the key coordinator between customers, sales, carriers, and internal teams to ensure service quality and resolve issues throughout the shipment lifecycle.
- Propose and implement system improvements, including software enhancements (eFMS, Vela, etc.) and data integration solutions.
- Manage shipments effectively and provide operational solutions when issues arise.
Key Responsibilities & KPIs
1. Performance (40%)
- Improve and optimize operational systems (eFMS, Vela, etc.).
- Ensure timely and accurate reporting, documentation, bookings, and eFMS updates.
- Respond quickly and accurately to all requests.
- Handle problems proactively and independently.
- Keep up with new technologies to enhance workflow efficiency and reduce errors.
2. Customer Satisfaction (15%)
- Communicate clearly with customers using accurate and transparent information.
- Provide professional, prompt, and attentive customer service.
- Maintain commitments and ensure positive customer experiences.
3. Operational Excellence (15%)
- Apply new technologies to optimize work processes and minimize errors.
- Maintain complete, clear, and easy-to-retrieve shipment information.
- Ensure strict compliance with SOPs and error-free operations.
- Monitor and update shipment status accurately.
4. People & Teamwork (10%)
- Comply with company policies and procedures.
- Work effectively with team members and internal stakeholders.
- Demonstrate strong communication skills with Sales and Customers.
- Commit to continuous learning and self-development
