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Customer Service and Documentation Manager

Confidential Company

Posted on September 14, 2020

5 - 8 years AED 10,000 - 12,000 ($2,700 - $3,240) Dubai - United Arab Emirates

Other(Other), Other(Other). Any Nationality

Easy Apply

Opening 01

Job Description

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• Gather SOA’s of all shipping lines by Wednesday to review during Thursday meeting and resolve all open dispute within 7 days of receiving the issues (ATS DXB & ATS Bahrain).
• Review team composition and optimize the people resources including contingency plan.
• Set up KPI for all CS/Doc functions – export and import – sea and air.
• All Internal process (IOP) should be well documented, explained among the people concerned to implement.
• Ensure Sales SOP which is generally a customer basis is well read, understood and percolate down to the organization frontline level for implementation and execution.
• Customer visit along with sales people as and when the need arises related to CS/Doc role to resolve any pending issues.
• Accessibility of all CS/Doc people to customers, carriers and sales should be ensured and their experience working with ATS should be sound and seamless.
• Co-coordinating with the Shipping Lines and air carriers for all escalation purposes related to CS/Doc activities.
• Ensure outside transporters/vendors are managed well in terms of procurement of rates, credit terms etc.
• Checking the Carriers/ Vendors invoices to ensure same is billed as per agreed rate with ATS Pricing / Sales Desk. This will be assisted by the DOC Collection Desk too.
• Ensure all systems update (F/S, SAP etc…) should be done timely for both Purchase as well as Sell entry in order to raise ATS invoices to customers on time and every time.
• All correspondence with the shipping/air lines and customers should be strictly by mail and not verbal.
• Daily shipment reports to be maintained by ATS format or as needed in customer’s format. Ensure DSR’s are prepared by Doc desk and sent to the CS desk on daily basis. Shipment reports to be sent to customers as per their requirement.
• ATS Invoice to customers checking for Imports/ Export/ W&D.
• Monitoring EFG shipments.
• Report of Monthly Volume handles by Doc Desks to be received by CS Desk (5th of every month)
• In case of any shipment where in a FZE BOE/ exit are involved proper information to be provided to the BL/ collection desk along with the credit purchase done, enabling the B/L desk to raise the customer invoice accordingly.
• When FZE BOE is involved the Export Declaration and the B/L should be in line with the FZE BOE in order to avoid discrepancy with Customs.
• Annual Leave planning for the team.

Logistics / Supply Chain

Desired Candidate Profile

Must have experience in Shipping / Freight forwarding Company in UAE, with very good communication, IT and leadership skills, and certified training certificates and valid UAE driver license will be an advantage.


Logistics Management Supply Chain Management

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