Customer Service - Documentation Team Leader

Job Description

As a Team Leader, you will be responsible for building a professional Customer Service and Documentation team, manage performance and efficiency through KPI tracking, and facilitate effective cross-departmental collaboration in order to provide excellent customer satisfaction to our oversea partners (Liner-NVOCC shipping agencies/ Freight Forwarding Services). Additionally, you will maintain team stability and develop talent for succession planning and future growth.

• Supervise and provide mentorship to team members who are responsible for handling customer service and import - export documentation, ensuring seamless coordination of booking processes, efficient document handling, and exceptional client service delivery to oversea partners.
• Collaborate with the Operation Manager to develop and implement comprehensive training programs focused on customer service and documentation best practices and regulatory updates.
• Ensure all processes adhere strictly to agreed SOPs, maritime laws, port requirements, and industry standards, maintaining compliance cross processes.
• Work closely with internal teams (such as operations, finance, equipment control, logistics) as well as external stakeholders (including oversea partners/clients, principals, port authorities, customs officials etc) to guarantee the accuracy and timely completion of documentation and service delivery.
• Define and track performance metrics (KPIs) related to documentation accuracy, customer satisfaction, and process efficiency, ensuring that service quality meets or exceeds organizational expectations.
• Provide regular feedback and coaching to the team, fostering a culture of continuous improvement and unwavering adherence to regulatory compliance standards.
• Serve as the primary escalation point for critical issues, such as documentation discrepancies or operational challenges requiring immediate resolution
• Update and send daily, monthly reports to COE Operation Manager, oversea partners, management, finance, and all relevant departments.
• Handle other jobs as assigned by COE Operation Manager.

Job Requirement

• 8-10 years working experience in marine agency or shipping back office related process or shared service with at least 2 years in a supervisory role
• Bachelor’s degree either in Marine Transportation or Foreign Trade or Economics or Logistics Management
• Good shipping & logistics knowledge
• Candidates that have experience in centralization or worked overseas in Singapore / Malaysia would be an advantage
• Must be fluent in spoken and written English
• Excellent communication, presentation and training skills,
• Strong analytical and SOP/KPI management skills
• Must have good working knowledge of MS Office, Word, Excel
• Open-minded on any AI / automation usage and willing to learn it
• Strong problem-solving skills to effectively address escalated documentation and operational issues.