Job Role: The Customer Service Specialist will be responsible for managing end-to-end cross-trade shipments to India across multiple regions. The role involves coordinating with customers, agents, pricing, and documentation teams to ensure seamless execution, accurate system updates (EBMS), and high service standards throughout the shipment lifecycle.
Job Responsibilities
- Handling Cross trade to India for Far East, Southeast, Europe, Mediterranean, Africa and sometime Gulf sector
- Updating EBMS system on behalf of agent who does not have access of EBMS system.
- Checking and evaluating the inquiries received from customer.
- Segregating various POL and POD inquires received from customer in separate emails by using the rate ref which avoids confusion.
- Sending the inquiry to pricing team for quotation.
- Securing Ex work charges from POL agent.
- Securing POL and POD local charges from agent.
- Securing prior handling approval from terminal.
- Helping pricing team in making container planning based on customers packing list.
- Providing rates to customer once received from pricing team and mentioning the rate ref number.
- in subject line which helps in tracking the email chain.
- Follow up with customer for feedback on rates quoted.
- Sharing customers target rate with pricing team.
- Sending blank booking slip to customer once shipment is confirmed.
- Sending the duly filled booking slip to pricing team once we receive it from customer for reviewing the rates and no of free days.
- Getting carrier details from pricing team for placing the booking.
- Informing the agent on secured shipment and share the Booking slip which contains shipment details along with carrier details.
- Coordination between agent and consignee for shipment status.
- Follow up for HBL and MBL draft with agent and get it confirmed by respective import documentation team.
- Follow up for final HBL and MBL copies, Container pick up date, gate in date & loading date from agent.
- Creating recent agent/port in EBMS.
- Creating the SRR in EBMS (under third party module) and get it approved from pricing team.
- Creating vessel voyage in EBMS (under third party module).
- Creating express BL in EBMS (under third party module). Which is based on HBL copy received from agent.
- Filing export manifest in EBMS on behalf agent who DO NOT have EBMS access.
- Sending freight manifest, final HBL and MBL copy to respective POD team.
- Helping Origin team in making container planning.
- Helping origins team in Troubleshooting the problems occurred in Ebms using Any desk
Experience Required:
- 3–6 years of experience in customer service / operations within shipping or logistics
Education Required:
- Bachelor’s degree in Shipping & Logistics / Supply Chain / Commerce (B.Com or equivalent)