Customer Solutions - Ocean Export

Rhenus; Pasay; On-site; PHP 350,000 - 550,000; Full time

Job summary

Rhenus Group in Pasay, Philippines is seeking a dedicated professional to manage main customer contact and issue resolution within our freight operations.

You will verify bills of lading, ensure KPI adherence, explain procedures to consignees, handle escalations, and maintain timely customs processing across origins and destinations.

Responsibilities

• Verify HB/L to prevent errors before cargo release.
• Adhere to on-time KPI requirements and deadlines.
• Explain shipping and customs procedures clearly to consignees.
• Provide prompt solutions for operational issues and escalations.
• Ensure timely customs processing with document submission and online procedures.
• Monitor KPIs for customs clearance and on-carriage operations.
• Coordinate service between Origin and Destination offices.
• Submit accurate, on-time reports per customer requirements.

Job description

Main Customer Contact and Issue Resolution

• Ensure accurate verification of House Bills of Lading (HB/L) prior to cargo release to avoid errors or misunderstandings across different bill of lading types.
• Maintain strict adherence to on-time KPI requirements and operational deadlines.
• Proactively explain shipping and customs procedures to consignees and address inquiries in a clear and professional manner.
• Provide prompt and effective solutions in handling operational issues and customer escalations.
• Ensure timely customs processing, including physical document submission and online customs procedures, without delays.
• Monitor and comply with KPIs related to customs clearance and on-carriage operations.
• Deliver and monitor high-quality service coordination between Origin and Destination offices.
• Generate and submit accurate, on-time reports in accordance with customer requirements and service.

KPIs adherence in Operational System

• Continuously monitor and ensure accurate milestone updates and status code entries in compliance with 100% Data Quality standards.
• Meet KPI timelines for the creation and updating of new customer contacts in the operational system.
• Prepare and process finance-related documents in the operational system, including Accounts Receivable (AR) and Accounts Payable (AP).
• Ensure timely closure and completion of jobs in the operational system

Documentation Management

• Ensure the timely receipt of complete, accurate, and sufficient shipping and customs documentation.
• Maintain proper filing and archiving of all shipment documents in the job file prior to vessel arrival.
• Prevent shipment postponements caused by incomplete or missing documentation.
• Meet KPI timelines for documentation collection, verification, completion, and submission.
• Monitor payments to creditors and follow up on delayed payments from debtors, coordinating with the Accounting Department for proper clarification and resolution.
• Review and verify invoices to ensure accuracy and correctness.
• Manage and maintain all relevant shipment documentation, including various types of Bills of Lading and other mandatory records required for each file.

• Ensure smooth coordination and effective communication with related departments, including trucking, customs brokerage, and other operational teams