Customer Service, Documentation Specialist

Jobtailor; Bogotá; Presencial; COP 38.000.000 - 52.000.000; Jornada completa

Descripción de la vacante

Jobtailor in Bogotá is seeking a Logistics Customer Service Specialist to manage contracts, provide shipping documentation support, and ensure timely issuance of documents while maintaining high service standards.

You will handle bookings, liaise with Documentation and Sales, ensure accurate PIL system data, and assist customers with problem solving and billing details.

Formación

• Bachelor’s degree in business, Logistics, or related field.
• Experience in customer service within the shipping or logistics industry.
• Experience in sea shipping documentation in the shipping and logistics sector.
• Proficiency in MS Office and CRM software.
• Knowledge of import/export processes, documentation, and invoicing.
• English level: preferably B1, B2, or higher level in Speaking, Listening & Reading.
• Must be fluent in Spanish; intermediate English (needs to read/write effectively).
• Organized, able to follow regulations and procedures in a strictly regulated environment.
• Strong communication, negotiation, and interpersonal skills.
• Strong organizational and problem-solving skills.
• Customer-oriented mindset with problem-solving abilities.
• Discretion and professionalism in handling sensitive information.
• Team spirit and adaptability.

Responsabilidades

• Serve as the primary point of contact for customers to handle contracts
• Give shipping documentation support, ensuring accurate and timely issuance of shipping documents while maintaining high standards of customer service
• Download and treat daily booking requests, to be sent to customers within the next period
• Handle all customers’ demands to ensure all requests are promptly attended
• Ensure routes, weight, POL/PODs, commodities, temperature and all other info are accurate on PIL system
• Maintain good communication with other teams like Documentation and Sales Teams
• Handle booking amendments and maintenance
• File customers’ particularities to ensure consistency on PIL service
• Follow up bookings from regular/BID customers, to ensure they are coming within the expected timeframe
• Phone Attendance proving excellent customer experience
• Assist customer with problem solving
• Liaise with internal departments to resolve customer grievances
• Ensure adherence to Pocket PIL, selling this tool to customers to migrate the volume from other platforms
• Shipping instruction processing, submitting customs manifest and ensuring we comply with all local customs regulations
• Control and issuance of import and export invoices (local charges, demurrage, detention, freight, port charges and extra charges)
• Control and release delivery orders
• Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy
• Provide timely updates on shipment status and documentation readiness
• Handle complaints and elevate unresolved issues to the appropriate department
• Assist customers in understanding billing details and resolving discrepancies
• Coordinate with internal departments to ensure smooth documentation flow and customer satisfaction

Conocimientos

Shipping documentation

Invoicing

Booking management

Problem solving

Regulatory compliance

Documentation flow coordination

Customer inquiry response

Delivery order control

Communication

Team collaboration

Educación

Bachelor’s degree in Business or Logistics

Herramientas

MS Office

CRM software

Descripción del empleo

Responsibilities

• Serve as the primary point of contact for customers to handle contracts
• Give shipping documentation support, ensuring accurate and timely issuance of shipping documents while maintaining high standards of customer service
• Download and treat daily booking requests, to be sent to customers within the next period
• Handle all customers’ demands to ensure all requests are promptly attended
• Ensure routes, weight, POL/PODs, commodities, temperature and all other info are accurate on PIL system
• Maintain good communication with other teams like Documentation and Sales Teams
• Handle booking amendments and maintenance
• File customers’ particularities to ensure consistency on PIL service
• Follow up bookings from regular/BID customers, to ensure they are coming within the expected timeframe
• Phone Attendance proving excellent customer experience
• Assist customer with problem solving
• Liaise with internal departments to resolve customer grievances
• Ensure adherence to Pocket PIL, selling this tool to customers to migrate the volume from other platforms
• Shipping instruction processing, submitting customs manifest and ensuring we comply with all local customs regulations
• Control and issuance of import and export invoices (local charges, demurrage, detention, freight, port charges and extra charges)
• Control and release delivery orders
• Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy
• Provide timely updates on shipment status and documentation readiness
• Handle complaints and elevate unresolved issues to the appropriate department
• Assist customers in understanding billing details and resolving discrepancies
• Coordinate with internal departments to ensure smooth documentation flow and customer satisfaction

Requirements

• Bachelor’s degree in business, Logistics, or related field
• Experience in customer service within the shipping or logistics industry
• Experience in sea shipping documentation in the shipping and logistics sector
• Proficiency in MS Office and CRM software
• Knowledge of import/export processes, documentation, and invoicing
• English level: preferably B1, B2, or higher level in Speaking, Listening & Reading
• Must be fluent in Spanish; intermediate English (needs to read/write effectively)
• Organized, able to follow regulations and procedures in a strictly regulated environment
• Strong communication, negotiation, and interpersonal skills
• Strong organizational and problem‑solving skills
• Customer‑oriented mindset with problem‑solving abilities
• Discretion and professionalism in handling sensitive information
• Team spirit and adaptability

Hard Skills

• Shipping Documentation
• Invoicing
• Customs Manifest Submission
• Booking Management
• Problem Solving
• Regulatory Compliance
• Documentation Flow Coordination
• Customer Inquiry Response
• Delivery Order Control
• Shipping Instruction Processing

Soft Skills

• Strong Communication Skills
• Negotiation Skills
• Interpersonal Skills
• Organizational Skills
• Team Spirit