Customer Service/ Operations

ROLE SUMMARY
Lead the day-to-day customer service and operations for the VIP account - from space booking and carrier coordination through HBL/DO creation in systems, milestone updates, customer communication, loading supervision, change management, and warehouse coordination. Ensure every shipment is booked, planned, executed and reported on time, meeting all KPIs and keeping the customer fully informed.
KEY RESPONSIBILITIES
• Book and manage space, tracing, vessel updates and MSDS/LOI checks.
• Download systems, create HBL & DO, input milestones and container/MBL/ATD, submit SI/VGM within KPI.
• Send shipment and truck/seal details to the customer and supervise cargo loading.
• Coordinate plans, truck arrivals and cargo receiving with SITC.
• Weekly forecast & ATD report, daily GPS tracker, ad-hoc manual bookings.
KEY PERFORMANCE INDICATORS (KPIs)
• Milestone updates (port arrival/departure/gate-in) within 12 hours (24h on weekends).
• Container #, MBL #, ATD updated within 4 hours of vessel sailing (12h on weekends/holidays).
• 100% of bookings placed 3-4 weeks in advance; excess space cancelled ≥7 days before ETD.
• SI / VGM submitted before every carrier cut-off; zero late submissions.
• On-time loading with customs cleared before truck departure; proactive escalation of truck delays.
• Weekly forecast, ATD report and daily GPS report delivered on schedule.
SUPERVISORY DUTIES
• Lead and allocate daily operations across the CS/OP team by factory/job load.
• Coordinate with carriers, trucking vendors, warehouse and the documentation team to keep flow uninterrupted.
• Act as escalation point for space shortages, vessel changes, and loading or customs issues.
• Review KPI compliance and coach the team on accuracy of systems data entry.