Handle customer phone calls professionally, ensuring clear communication and prompt support.
Serve as the primary contact point for Booking, Bills of Lading, and Import-related inquiries.
Provide accurate guidance on the booking process within the shipping cycle and resolve all booking-related queries.
Manage the complete end-to-end Imports process, ensuring smooth documentation and timely execution.
Coordinate with customers on potential claim requests and maintain clear case correspondence.
Manage all types of Bills of Lading inquiries, including urgent cases requiring B/L amendments.
Address documentation exceptions and system errors proactively to maintain seamless service delivery.
Identify and charge additional costs or fees where applicable, ensuring proper revenue handling.
Process invoice amendments or reversals received through email with accuracy and timeliness.
Handle Bill of Lading release requests, including Telex Release and certificate issuance.
Continuously work to improve customs and documentation processes
such as monitoring SI quality, timelines, and customer profiles.
Build strong expertise across all areas of Export Documentation.
Follow all standard processes and adapt to new requirements communicated by management.
Complete all mandatory HUB functional training within the required timelines.
Provide dedicated support to the core customer segment.

University degree or equivalent qualification.
Minimum 2 years of experience in the transportation or shipping industry.
Strong command of written and spoken English.
Working knowledge of MS Office and basic digital tools.
Ability to work collaboratively, follow established guidelines, and maintain a positive and proactive attitude.
Highly receptive to learning, adaptable to new ideas, and self-motivated toward continuous personal development

Customer Service Coordinator

Key skills