Own all solution Operations activities under file management for the customers under purview.

Key Activities:

• All File management activities post booking,
• Documentation
• System Updates
• Operational finance
• Proactive communication with customer service in case of exceptions.

Support customer service in customer query resolution and exception handling

Expectations from the Role

Manage Shipping Instruction, FCR/HBL/Bill issuance

• Co-ordinate with Customer Service and Data team to send FCR/HBL to Shipper
• Follow-up Shipping Instruction to Carrier and validate Carrier Bill of Lading
• Inform Counter that FCR/HBL is ready for issuance

System update, ASN management and Documentation

• Co-ordinate with Data team to ensure MODS is updated properly in timely manner
• Monitor ASN, AMS/ACI/ISF/ENS quality and timeliness
• Receive Shipping Document, validate and dispatch document in due course
• Monitor vendor performance related to documentation

Operational Finance

• Request GSC to create invoice and dispatch the same to Customer/ Customer Service, resolve invoice queries
• Request GSC to create PO and follow-up payment to supplier, resolve supplier Invoice queries & report incorrect invoices to Customer Service
• Manage overdue invoices and escalate to CS whenever applicable
• Update ICB and follow-up payment

Other Key Responsibility

• Troubleshoot and resolve operational issues / escalations
• Monitor corrections required and data quality in invoice
• Support customer service in customer query resolution and exception handling

KPI’s (suggested – working group to validate)

• Solution Operations Performance Delivery aligned with agreed SLA’s
• BL Released within 3 days of ETD 
• Invoice, PO are created within agreed timeline
• Overdue Outstanding within agreed ratio
• Zero Penalties & Ensure Zero Defect Level of documentation and ASN, AMS/ACI/ISF/ENS
• Customer Satisfaction Survey scores for relevant customers
• Proper File closure including ICB (Inter-company billing) with all documentation within ETD/ETA
• Timely updates to Customer Service and & Effective query resolution

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

• BA in related field preferably
• 6 months of working experience preferably in ocean freight / SCM industry.
• Good command of spoken and written English.
• Good communication skills and the ability to communicate confidently
• Customer-minded attitude is required
• Good skill of computer
• Team player – Works together with others in the business unit to achieve results, fosters teamwork