Customer Service Officer

We are searching for an experienced Customer Service Officer at our MSC AD DAMMAM facility. 

Primary Duties and Responsibilities: 

Job purpose
The Documentation Officer is responsible for providing excellent customer service to clients and customers of a company by ensure the handled task are performed accurately
Key Responsibilities
Responsible for responding to customer inquiries, complaints, and feedback. They must be able to communicate clearly and effectively with customers, both verbally and in writing.

Must have a thorough understanding of the company’s products, services, policies, and procedures. They must be able to provide accurate and up-to-date information to customers.

Must be able to process orders, including taking orders over the phone or online, verifying customer information, and ensuring that orders are accurately processed and fulfilled.

Must be able to handle customer complaints and grievances in a professional and courteous manner. They must be able to listen to the customer’s concerns, address their issues, and find solutions to their problems.

Must maintain accurate records of customer interactions, including inquiries, complaints, and feedback. They must also maintain records of orders, shipments, and returns.

Coordinate with other departments:must work closely with other departments, such as sales, logistics, finance, and operations, to ensure that customer needs are met. They must also coordinate with shipping and logistics partners to ensure that orders are fulfilled on time.

Monitor customer satisfaction:must monitor customer satisfaction and take action to address any issues. They may conduct customer surveys or gather feedback through other means to identify areas for improvement.
Coordinate with internal teams: The Customer Service Key Account Manager works closely with internal teams such as sales, logistics, finance, and operations to ensure the needs of key accounts are met. They also ensure that internal processes are aligned with the customer’s needs.
Prepare reports prepares reports including the volume of export loading and customer satisfaction. They use this information to make informed decisions and develop strategies for future growth.
Ensure the customers are following the Agency KPI requirements (MYMSC, online SI submission ..etc.)
Monitor customer Allocation follows up with the customer to load the agreed allocation.
Responsible for Handling the customer bookings from the first stage till reaching destination and containers returned to MSC.
Ensure following MSC deadlines and following the cutoff agreed with the customers.
Maintain a high level of accuracy for all functions with ensuring a clear audit trail is recorded.
Enhance knowledge of services, as well as legislation and maritime rules & regulations
Educate customer, when they are not meeting our requirement on time.
Ready for backup to cover any missing spot in the team.
Queries to be clarified and completed on timely manner.
Ensure Release the CRO and manifest to the customer for shipment with valid rate.
Make sure SSC team is confirming booking on time.
Make sure SSC team is generating B/L and amending on time.
Make sure SSC team is transmitting CGO/DTX file on time.
Ensure to finalize the DG on time.
Ensure booking are shipped with correct service and short TT.
Ensure to Maintain rollover shipment.
Ensure checking the Sanction booking before release the CROs to customers.
Ensure not accepting forbidden cargo.
Ensure follow up for draft confirmation before the sailing to minimize EMCs.
Ensure follow up for Cargo loading readiness before the sailing.
Ensure follow up for Container collection status for released CROs.
Ensure follow up for non-manifested shipment with the customer before the SI submission cut-off.
Ensure VGM update before the sailing.
Ensure move all non-manifested shipment 2 days before the sailing and update the customer.
Minimize EMC CL+TUP error to 0.
Ensure to follow up with T/S to have the shipment reach POD as per agreed TT.
Ensure share the Tracking file with customer.
Ensure update the customer with any updates for the booked shipments.
Ensure KPI reports updated on daily basis.
Monitor the EMC monthly reports with all team members and minimize the numbers of EMC’s.
Engage in constructive problem resolution and provide solutions.
Maintain and awareness of company products to ensure that complete documentation job is carried out as effectively and efficiently.
Coordinate with director manger and follow-up and gather information on the loading plan.
Ensures all given objectives and responsibilities of the team are properly documented.
Ensure to updates to customers on the vessel/Container status.
Ensure Send final loading confirmation (COB) for all loaded shipments, once vessel sailed within deadline and move bookings not loaded on next Voyage.
Ensure Print original BL/SWB /Telex release as per customer’s request.
Full knowledge on EMC procedures/reasons and make sure to minimize number of EMC.
Ensure Awareness of Split BL, Merge BL, and switch BL procedures.
Ensure Awareness of HAZ procedure (OVA update / chemlink finalization).
Ensure Knowledge on freight terms and conditions.
Ensure Awareness of USA cargo process (AMS filing + NVOCC + SCAC code).
Ensure Knowledge of 365 service support tool and follow up on the case till issue solved.
Any other tasks assigned by the director manager.

Required Qualifications:

Job Requirements
Minimum Qualification
Bachelor’s degree in related field.
Minimum Experience
A minimum of 2+years’ experience in customer service / logistics/supply chain is preferred.

Technical Competencies (Knowledge, Skills & Abilities)
Excellent Communication skills.
Excellent social networking.
Excellent interpersonal skills.
Excellent Microsoft Office.
Should have an interest in Logistics.
Excellent written and spoken English.
Procession and attention to detail.
Behavioral Competencies
Should have experience in handling Export documentation job.
Maintain KPI’s update.
Reporting on time.
Ability to work under pressure.
Proactive and responsible
Problem Solving.
Teamwork.
Management skills/Leadership.
Process improvement.