Attend to vessel-related enquiries from shipowners, ship operators, and charterers via phone, email, and online portals, ensuring prompt and professional resolution of requests.
Coordinate port arrival and departure logistics by liaising with port authorities, terminal operators, and vessel agents to facilitate smooth vessel clearance.
Process and verify shipping documentation including bills of lading, cargo manifests, and customs declarations using port management systems.
Monitor vessel schedules and berth allocations through maritime operations software, proactively flagging delays or changes to relevant stakeholders.
Liaise with internal operations, logistics, and finance teams to ensure accurate billing of port dues, agency fees, and ancillary charges via ERP platforms.
Maintain up-to-date records of client accounts, service histories, and vessel calls in the company's CRM system.
Prepare and distribute post-call reports, service summaries, and performance updates to clients and management in a timely manner.
Support the onboarding of new clients by explaining service offerings, standard operating procedures, and documentation requirements.
Identify and escalate service disruptions, cargo discrepancies, or compliance issues to the operations team in accordance with established protocols.
Contribute to continuous service improvement initiatives by gathering client feedback and working with cross-functional teams to refine service delivery processes.
Requirements
Diploma or Degree in Shipping, Maritime Studies, Logistics, Business Administration, or a related discipline.
Minimum 2 years of customer service or operations experience in a maritime, port, shipping, or logistics environment.
Proficiency in maritime documentation processes (e.g., bills of lading, port clearance), working knowledge of port management or shipping systems, and familiarity with MS Office applications including Excel and Outlook.
Strong interpersonal and communication skills with the ability to manage multiple stakeholders effectively a customer-first mindset with the composure to handle time-sensitive situations.
Willingness to work on rotational shifts or be on standby during weekends and public holidays, in line with 24/7 port operations requirements.
