Documentation Manager

Our client is a is a global shipping and logistics company that operates one of the largest container shipping fleets in the world. With a rich history spanning several decades, it has established itself as a leading player in the maritime industry, offering comprehensive shipping services across various trade routes.

As a Documentation Manager, you will play a crucial role in leading and supporting our customer experience by overseeing and managing the Documentation Department. Your primary responsibility will be to ensure the department provides high-quality service and customer satisfaction. You will be responsible for establishing, reviewing, and ensuring compliance with documentation requirements set by principals and local authorities.

**Key Responsibilities**:

- Oversee and manage the Documentation Department to ensure high-quality service and customer satisfaction.
- Ensure compliance with Principal and Local Authority's requirements.
- Meet customers' and principals' (Docs/Compliance Dept) inquiries and expectations.
- Provide guidance to employees on documentation matters (shipping/trading terms, etc.).
- Validate and endorse Bills of Lading, including Switch Bills of Lading and Original Bills of Lading, issued in Port Klang location.
- Implement and review Import & Export Documentation training and procedures.
- Compile monthly Documentation productivity statistics for the Finance Department.
- Prepare any requested Management Reports.
- Conduct monthly departmental meetings.
- Arrange necessary training and corrective actions for staff.
- Execute new documentation procedures/requirements from principals.
- Lead and participate in support system improvement/new project implementations.
- Handle lost BL cases (POL: Port Klang only).
- Draft budget reports for management.

**Key Experience & Qualifications**:

- Provide quick and effective problem-solving to customers through all communication channels.
- Bachelor's degree or equivalent professional qualification.
- Minimum 5 years of management experience in the shipping industry.
- Experience in Import and Export Shipping Documentation, Customer Service, or related forwarding and logistics in a similar capacity.
- Ability to lead a department.
- Customer service-oriented.
- Strong organizational and process-oriented skills.
- Excellent communication, interpersonal, and presentation skills.
- Ability to manage multiple stakeholders at the management level.
- Strong analytical and problem-solving skills.
- Ability to work independently.

**Key Competencies & Skills**:

- Provide quick and effective problem-solving to customers through all communication channels.
- Strategic thinking and strong leadership skills to drive a large team.
- Advanced troubleshooting, multitasking, and decision-making abilities.
- Patient, positive, energetic, and empathetic attitude.
- Self-motivated and adaptable to a fast-changing environment.
- Ability to work independently and as a team player.
- Coach, reference, and mentor for customer service representatives.
- Proficient in Microsoft Office Applications and skilled in statistics and data analysis.

**Key Performance Indicators / Measures**:

- Attend and release bill of lading within set KPIs, reducing turnaround time.
- Ensure correct inbound and outbound routing to avoid unnecessary charges.
- Demonstrate responsiveness to customer needs (represent the voice of customers).
- Supervise daily input accuracies of Documentation staff.
- Measure and report the department's efforts and successes to stakeholders.
- Continuously improve performance, efficiency, and efficacy based on metrics and customer feedback.
- Set goals, review progress, and provide regular updates to the team.
- Minimize staff errors that may result in additional operational or customer costs.
- Ensure smooth Bill of Lading release (local and global).
- Facilitate smooth cargo releases.

**Benefits**:

- Pay commensurate with experience.
- Monthly transport allowance.

If you are a motivated, proactive leader with a passion for ensuring top-notch documentation services and customer satisfaction, we invite you to join our client's team as a Documentation Manager

**Salary**: RM6,000.00 - RM8,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift
- Monday to Friday