Coordinator - Customer Service

Intellectual Capital HR Consulting Pvt. Ltd.; Mumbai; Hybrid; INR 350,000 - 700,000; Full time

Job summary

Intellectual Capital HR Consulting Pvt. Ltd. is seeking an Export Documentation professional in Mumbai to handle customer calls, act as the entry point for booking and B/L/imports inquiries, and manage end-to-end imports cycles.

The role requires handling documentation exceptions and responding to customer queries. You will also process amendments, releases, and strive to improve documentation processes. The candidate should have a university degree, 4+ years of shipping industry experience,

Qualifications

• University degree or equivalent.
• 4+ years industry experience in Shipping.
• Excellent written and spoken English.

Responsibilities

• Handle customer phone calls.
• Act as entry point for Booking / Bills of Lading / Imports inquiries.
• Understand booking process in shipping cycle and answer related queries.
• End to end Imports cycle process.
• Communicate with customers on potential claim requests.
• Handle B/L amendments for urgent cases.
• Bill additional costs / fees to customer where applicable.
• Process invoice amendments via email.
• Handle Bill of Lading releases requests (Telex release, certificates).
• Proactively improve customs and documentation processes (monitoring of SI quality and time, revenue handling, customer profile).
• Build expertise in all topics related to Export Documentation.
• Follow standard processes and new requirements as communicated by management.
• Complete all functional HIP training timely.
• Exclusively support GAM / NOK segment.

Skills

Customer service

MS Office

English proficiency

Team player

Attention to detail

Education

University degree or equivalent

Tools

MS Office

Job description

Role & responsibilities

• Handle Customer phone calls
• Act as point of entry for Booking / Bills of Lading / Imports inquiries
• Know how of the booking process in the shipping cycle and answering booking related

queries.

• End to end Imports cycle process
• Handle cases correspondence with customer on potential claim requests
• Act as point of entry for Bills of Lading inquiries
• Handle documentation exceptions and hard errors, acting proactively to resolve problems

to guarantee the service delivery

• When required, handle B/L amendments for urgent cases
• Bill additional costs / fees to customer where applicable
• Process invoice amendments (reversals) received via e-mail
• Handle Bill of Lading releases requests (Telex release, certificates)
• Proactively acts to improve customs and documentation processes (e.g. monitoring of SI

quality and time, revenue handling, customer profile)

• Build expertise in all topics related to Export Documentation
• Follow standard processes and new requirements as communicated by management
• Complete all functional HIP training timely
• Exclusively support GAM / NOK segment

Preferred candidate profile

• University degree or equivalent
• 4+ years industry experience in Shipping industry
• Very good command of written and spoken English
• Working knowledge of MS Office
• Able to work well with others and follow guidelines
• Positive attitude
• Receptive and be able to grasp new ideas and motivate ones self for personal

development