Customer Service and Documentation Manager

Job title: Manager – Customer Service and Documentation

Department - Customer Service and Documentation

Direct reports - Managing Director

Location- Vietnam

Job purpose

The Customer Service and Documentation Manager is responsible for managing the overall activities of the Import and Export Documentation and Customer Service Desk and all the relevant interactions/ correspondence with Customers, Customs/ Terminal Authorities, Internal Stakeholders, Vessel Partners (where applicable) to achieve the team's KPIs.

Main tasks and responsibilities

Customer Relations

• Core responsibility is to ensure all Import and Export Shipping Documentation are accurate, timely and in order, as per the requirements of various Regulatory/ Compliance Authorities.
• Enhance customer experience by offering smooth, hassle-free Import and Export Documentation activities, pertaining to Invoicing and final Delivery Order/ Bills of Lading release.
• Accurate invoicing capturing correct Tax requirements and application of Import and Export Detention tariffs within the system, automated/ manual, as applicable.
• Handling exception requests, managing delays by timely co-ordination for all procedures with internal/ external stakeholders.
• Managing email/ phone response to ensure timely response to internal and external customers.
• Timely follow up on all Delinquent boxes – Laden/ Empty return to ensure quick clearances and return of empties to the Equipment Inventory pool.
• Maintains thorough knowledge of services, as well as legislation and maritime rules & regulations.
• Manage Vessel/ Voyage changes and Customer Communications, as required.
• Attend Customs hearing/ enquiry, if necessary.
• Following prescribed KYC checks and maintaining relevant data/ records, as stipulated.
• Follow up with other Departments, on queries related to Import and Export procedures, to ensure end to end resolution.
• Adoption of new process/ tools/ roll outs and contribution/ feedback towards systems improvements to enhance efficiency and productivity.
• Strict adherence and compliance with processes & policies and local authority requirements and deadlines.
• Make company easy to do business with, through:
• Timely Delivery of Documents (Invoice/ Delivery Order).
• Timely Customs Filing, Cargo clearance and delivery.
• Pro-Active Notification of inbound shipments.
• Exception Management.
• Ensuring data integrity of systems.
• Support any ad hoc tasks assigned by management.

Dispute coordination, follow up on and closure

• Timely action and escalation of complex complaints, potential issues with Customs, related to filing/ amendments.
• Constant and urgent follow up with concerned internal/ external Parties to ensure customs filing on time, accurately.
• End to end follow up on Invoice disputes: receive disputes, investigate, coordinate with all stakeholders for fast resolution.
• Perform and report root cause analysis on delays/ errors : identify root causes and record them, check for repetitive trends and report to Management.
• Timely action and escalation of complex complaints, potential issues with Customs, related to IGM filing/ amendments to avoid any Penalties.

Leadership

• Train, develop and mentor team-members.
• Develop and maintain a Customer focused mindset in the Team.
• Monitor performance of individual Team Members and provide timely feedback for improvements.
• Willingness to provide support and coaching for team members and share Domain knowledge.
• Develop a robust succession plan and ensure people development and growth.
• Lead the team to achieve best-in-class Service.
• Responsible for employee engagement within the team.

Key Performance Indicators (KPIs)

• Customer Satisfaction – Measure and improve customer feedback and satisfaction levels.
• Feeder Productivity – Manage Volume booking based on the allocation and coordinate with other 3rd parties to reduce OCF.
• Improvement in System process – coordinate with HQ of ideas for improving the SAP system.
• Time Management – Monitor team for their time management to be smooth working within team.
• Team Management – Improve team to be more effectively.

Key interactions (Internal | External)

External:Vessel Partners | Customers | Customs | Terminal | Vendors

Internal:Across the Departments | Overseas offices.

Education requirements

• Education - Bachelor's degree in Supply Chain Management, or a related field.

Language requirements

English

Background and experience

• Minimum 10 years' experience in the Container Shipping industry.
• Import/Export Shipping Processes and Documentation, Customs formalities is a must.
• Minimum 3-5 years' experience in handling a small team.
• MS Office Applications and ability to prepare reports.
• Basic knowledge of geography and port operations.

Competencies and skills

Core Competencies

• Integrity & Accountability: Takes ownership of outcomes and supports team members in upholding ethical standards; addresses issues of non-compliance proactively
• Customer Focus: Builds strong relationships with internal and external customers; adjusts processes or actions based on customer feedback and expectations
• Continuous Learning: Seeks feedback and applies learnings to improve performance; encourages a mindset of improvement within the team
• Agility: Adapts plans quickly to address operational challenges; helps team remain flexible during changes or unexpected issues
• Collaboration & Communication: Encourages input from all stakeholders; clearly communicates expectations and updates across departments and shifts

Leadership Competencies (Applicable for Grade G and Above)

• Leading by Example – Motivates teams through personal example and professional accountability.
• Operational Excellence – Implements and monitors operational best practices to enhance service performance.
• Strategic Thinking – Develops and executes logistics strategies aligned with business objectives.
• Emotional Intelligence – Effectively manages team dynamics and fosters an inclusive work environment.
• Team Empowerment – Coaches and mentors the operations team, ensuring high engagement and performance.

Functional Competencies

• Shipping & Logistics Expertise – Strong understanding of vessel handling, cargo management, and shipping regulations.
• Process & Resource Optimization – Ability to streamline workflows and maximize resource utilization.
• Problem-Solving & Crisis Management – Quickly identifies and resolves operational challenges to minimize disruptions.
• Vendor & Stakeholder Management – Builds and maintains productive relationships with external partners.