Documentation & Customer Relations Specialist

Resolve Global Logistics Corp.; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Resolve Global Logistics Corp. in Manila seeks a Documentation and Customer Relations Specialist to ensure the smooth handling of import shipments from pre-alert to final delivery.

You will manage documentation accuracy, coordinate with government agencies, and ensure timely, compliant cargo processing while delivering excellent customer service. This role requires attention to detail, strong knowledge of customs processes, and the ability to work independently while collaborating with a team to

Qualifications

• Bachelor’s degree in Customs Administration, Logistics, or related field required.
• Licensed Customs Broker (LCB) or equivalent experience in customs documentation preferred.
• 1–3 years in documentation handling, customer service, or customs brokerage.
• Strong knowledge of import/export regulations and trade compliance.
• Excellent communication and interpersonal skills for regulatory interactions.
• Proficiency in MS Office and customs brokerage systems.

Responsibilities

• Handle import shipments from pre-alert to final delivery with smooth processing.
• Acknowledge and validate pre-alert documents (Invoice, Packing List, BL/AWB, permits).
• Prepare and compute duties and taxes from provided documents.
• Submit compliant documents for lodgment and lodge Goods Declarations in BOC system.
• Maintain organized electronic records and upload documents daily.
• Provide daily activity and performance reports to Operations Supervisor/Manager.
• Coordinate with BOC, port operators, shipping lines, and other agencies as needed.
• Serve as primary contact for clients, delivering timely updates and handling inquiries.

Skills

Communication

Customer service

Detail oriented

Organized

Multitasking

Teamwork

Independent work

Education

Bachelor’s degree in Customs Administration, Logistics, or related field

Tools

Microsoft Office

BOC system

Job description

KEY RESPONSIBILITY:

The Documentation and Customer Relations Specialist is responsible for ensuring the smooth handling of import shipments from pre-alert to final delivery. This role manages documentation accuracy, maintains proactive communication with clients and government agencies, and ensures that all operational tasks follow established procedures. The specialist plays a key role in achieving efficient, timely, and compliant cargo processing while delivering excellent customer service.

Documentation Management:

• Acknowledge receipt of pre-alert shipping documents.
• Thoroughly check and validate all pre-alert documents (Invoice, Packing List, BL/AWB, permits, etc.).
• Prepare and compute duties and taxes based on provided documents.
• Ensure complete, accurate, and compliant submission of documents for lodgment.
• Lodge Goods Declaration and file entries through the Bureau of Customs (BOC) system. - Maintain organized and up-to-date documentation records for all shipments.
• Ensure timely uploading of documents in the internal system/Masterfile.
• Prepare and submit daily activity and performance reports to the Operations Supervisor and/or Manager Attend other duties and responsibilties that Management may assign

Customs Coordination and Compliance:

• Coordinate with BOC officials (Examiner, Appraiser) particularly when entries are questioned or require clarification when necessary.
• Assist in resolving issues related to customs examinations, X-ray tagging, and documentation discrepancies.
• Ensure compliance with BOC policies, regulations, and operational updates.
• Monitor shipment status and proactively escape delays or issues.
• Coordinate with port operators, shipping lines, and other government agencies when required.

Client Communication & Customer Relations:

• Serve as the primary point of contact for clients from pre-alert stage until final cargo delivery.
• Provide regular updates and respond promptly to client inquiries.
• Send daily status reports and proactively communicate any delays, operational issues, or documentation concerns.
• Address client concerns professionally and ensure timely resolution.
• Maintain excellent working relationships and deliver high-quality customer experience.

QUALIFICATIONS:

• Bachelor’s degree in Customs Administration, Logistics, or a related field.
• Must be a Licensed Customs Broker (LCB) or has relevant experience in customs brokerage documentation.
• At least 1-3 years of experience in documentation handling, customer service, or customs brokerage.
• Strong knowledge of import/export regulations, customs processes, and trade compliance.
• Excellent communication and interpersonal skills for handling clients and regulatory agencies.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and customs brokerage systems.
• Detail-oriented, organized, and capable of handling multiple tasks under tight deadlines.
• Ability to work independently while collaborating with a team.