Customer Service and Documentation Executive

ESSENTIAL DUTIES AND RESPONSIBILITIES

The incumbent of this role will be part of the CS & Doc Team to support CS & Doc daily operations and ensuring customer's satisfaction and providing solutions meeting their expectations. Your role will be to ensure effective communication and enabling the successful initiatives to achieve the goals of CULINES.

Key Responsibilities:

Responsible for managing customer service and documentation for export and import, and ensure timely processing, accurate records, and compliance with all port, customs, and company procedures.

• Coordinate with customers, ports, and internal teams for smooth shipment handling.
• Prepare and manage shipment documents, billing, and payments.
• Monitor shipment progress and resolve any operational or documentation issues.
• Communicate proactively with customers to provide updates and support.
• Maintain proper filing and records and support continuous process improvement.

Import

·       Verify and confirm shipment and Bill of Lading (BL) data with Port of Loading (POL) immediately after vessel departure.

· Ensure timely submission of the inward customs manifest (K4) no later than 48 hours before the vessel's Estimated Time of Arrival (ETA)

·       Ensure uploading the container discharge list in Port system (Westport, Northport) no later than 48 hours before vessel ETA.

·       Declare Dangerous Goods (DG) cargo in LPK system in compliance with regulatory requirements.

·       Issue Notice of Arrival (NOA) and corresponding invoices to Consignee within 48 hours before vessel ETA.

·       Release e-delivery order (e-DO) within 24 hours upon receipt of complete documents and payment.

·       Generate demurrage and detention invoice within 3 days after container pickup/return.

·       Prepare and issue reefer monitoring invoices upon receipt of the port's billing statement.

·       Issue container repair invoice within 3 days after container return.

·       Monitor and follow up on outstanding payments to ensure timely collection.

·       Track and manage long stay container and update long stay report accordingly.

·       Prepare monthly Final Out Turn (FOT) Report within 7 days after month-end.

·       Prepare monthly lifting report within 5 days after month-end.

·       Ensure proper closure and filing of job documentation upon completion of all operational processes.

Export

·       Process and release customer bookings in a timely and accurate manner.

·       Update booking details and container numbers in port system as required.

·       Coordinate with customers to obtain Shipping Instructions (SI), prepare draft BLs, issue invoices, finalize and release BLs, and submit outward customs manifests (K5).

·       Ensure payment collection before release shipment/BL to customer.

·       Maintain proactive and effective communication with customers on daily basis and build strong business relationships.

·       Provide cross-functional support to the operations team as required.

·       Prepare and issue delay letter / shut out letter to customer when applicable.

·       Send shipment pre-alert to destinations ports after vessel departure from POL.

·       Monitor and follow up on shipment progress to ensure smooth delivery and issue resolution.

Qualifications:

• At least a SPM or equivalent with 2 years of relevant experience. Fresh graduates are welcome to apply.
• Meticulous and strong follow-up with good customer service.
• Proactive, quick-thinking, and positive learning attitude.
• Ability to thrive in a dynamic, fast-paced and team-oriented environment.
• Excellent interpersonal and communication skills, with results-driven mindset.
• Bilingual in multi-language to communicate with multinational workforce.

If your qualifications, experience, and aspirations match our requirements, please include your resume with current & expected salary, and availability. All information and materials submitted to CULINES will remain strictly confidential and be treated for recruitment purposes only. Only short-listed candidates will be notified.

By submitting any application or resume to us, you will be deemed to have agreed and consented to us collecting, using, retaining, and disclosing your personal information to prospective employers for their consideration.