Job Summary
Plan and ensure customer satisfaction in line with customer expectations, build service-user loyalty, and enhance the customer experience of the services provided.
Key Responsibilities
- Handle the administrative and operational processes of the company's import shipments
- Prepare, check, and ensure the completeness of import documents such as PIB, Invoice, Packing List, BL/AWB, COO, and other supporting documents
- Coordinate with overseas suppliers, shipping lines, freight forwarders, PPJK, warehouses, and other related parties
- Monitor shipment arrival schedules and the customs clearance process
- Provide import shipment status updates to clients and internal company teams
- Handle inquiries and requests related to import shipments
- Assist the customs clearance process in accordance with applicable customs regulations
- Ensure shipment data and import documentation are stored properly and neatly
- Follow up on outstanding shipments, deliveries, and operational issues
- Help resolve import obstacles such as cargo delays, customs issues, missing documents, or damaged cargo
- Prepare daily, weekly, and monthly import shipment reports
- Coordinate with the procurement, warehouse, operational, and finance divisions regarding import needs
- Ensure service to clients and internal teams is fast, accurate, and professional
Performance Targets
- Accuracy of the import shipment process
- Accuracy of import documents
- Customs clearance monitoring
- Response time to client/internal inquiries
- Import shipment status updates
- Resolution of outstanding shipment issues
- Accuracy of import goods delivery
- Completeness of import document filing
- Compliance with import SOPs
- Level of complaints due to handling errors
- Accuracy of shipment data input
- Coordination with suppliers/vendors/forwarders
- Resolution of import document revisions
- Accuracy of shipment reporting
- Customer/internal satisfaction level
Qualifications
- Min. Diploma (D3) in Management or a related field
- Mandatory BNSP or CCSP certification
- Min. 1 year experience as Customer Service or in Customer Relation Management
- Understanding of best customer service & retention in the shipping sector
- Proficient in computer (Microsoft Office) and English
- Proficient in Customer Service systems
