Customer Service (CS) Air and Ocean Import Staff

Key Responsibilities:

1. Import Shipment Handling

• Monitor and manage import shipments for both air freight and sea freight.

• Receive and review shipment pre-alerts from overseas agents.

• Ensure shipment schedules and ETA (Estimated Time Arrival) are properly monitored and updated.

• Follow up with overseas agents, shipping lines, airlines, trucking vendors, and related parties regarding shipment status.

2. Customer Service & Communication

• Act as the main point of contact for customers regarding import shipment inquiries and updates.

• Provide timely and accurate shipment status updates to customers.

• Handle customer inquiries, requests, issues, and complaints professionally and efficiently.

• Maintain good relationships with customers by delivering excellent service.

3. Documentation Handling

• Review and verify import documents, including:

  • Bill of Lading / Airway Bill

  • Commercial Invoice

  • Packing List

  • Import Declaration Documents

  • Delivery Orders

  • Supporting shipping documents

• Ensure all documentation is complete, accurate, and compliant with customs requirements.

4. Coordination & Operational Support

• Coordinate with customs clearance teams, trucking vendors, warehouses, and finance departments regarding import processes.

• Arrange and monitor cargo delivery to customers.

• Ensure operational processes are executed in accordance with SOP and timeline requirements.

5. Reporting & Administration

• Prepare shipment status reports and operational updates regularly.

• Input shipment data accurately into the company system.

• Maintain proper filing and documentation records.

• Support invoicing and billing verification processes when required.

6. Compliance

• Ensure all import activities comply with customs regulations and company policies.

• Maintain confidentiality of customer and company information.

7. Finance & Billing Coordination

• Create Accounts Receivable (AR) and Accounts Payable (AP) entries accurately in CargoWise system.

• Prepare and submit Payment Requests for operational and vendor-related expenses.

• Coordinate with Finance Team regarding billing and payment processes.

• Issue and provide invoices to shippers/customers in a timely manner.

• Request and coordinate with Finance Team for E-VAT issuance and supporting tax documents.

• Monitor invoice status and assist in following up outstanding payments when required.

• Ensure billing documents and operational charges are aligned with shipment details and customer agreements.

• Maintain proper filing and recordkeeping of finance-related documents.