Gogilah Vani Mariappan

IMPORT SERVICE

• Responsible to ensure that all SOPs required to carry out for Import functions are adhered to.
• Managing MYCS and NOVA Queue
• Ensure GBS Team expedite and send the Notice of Arrival (NOA) and Invoice timely, within the stipulated time.
• Release and process Electronic Delivery Order (EDO) for cargo release on receipt of customer submission via MYCS.
• Managing and close follow up on OOG and special cargoes for direct delivery. Ensure all payment and proper documents are submitted prior to release.
• Coordinating with Operations and TS on the release of OOGs and DG shipment for direct delivery.
• Coordinating with Logistics for empty return to depots as per allocation.
• Monitor Audit report for special arrangement for credit customers (blanket approval)
• Manning Chat Group in Teams with internal departments such as GBS, TS, Sales and CS queries and effectively manage their expectations.
• Manage customer complaints in accordance with Import matters and ensure service failures are properly investigated and introduce remedies to keep key performance targets
  
  EXPORT SERVICE
• For export, we are required to do BL printing, Telex Release, Switch BL and Cross Trade BL issuance at Singapore
• Manage and process documentation for export shipments, ensuring compliance with international shipping regulations and company procedures as well.

RESPONSIBILITIES:

• Promptly attend to customers’ enquiries and requests coming through several touchpoints (phone calls, emails, enquiry form, online chat) with SLA compliance.
• Troubleshoot, or escalate issues as appropriate, in timely manner.
• Lead service owner in vessel space management and support Sales team in maximizing utilization.
• Expediently handles all telephone bookings/BLs requirement including shipment, freight and other enquiries.
• Work with various departments, including shared services centers to promptly resolve customer needs and issues to meet/exceed service deliveries.
• · Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.
• Handle DG, OOG, UDAB and DECK stowage requirements.
• Handle re-export, return cargo, DIT, Diversion, Switch BL, Service recoveries, transshipment declaration, change of Operator code and Inter gateway, Portnet releases requests.
• Prepare/fax NOAs, BLs, inbound DG/OOG advices, and vessel schedule changes, roll-over and missconnection advices to customers.
• Review nova cases to ensure they are kept to minimum and take necessary actions with cross functional teams to seek resolution of customer’s issues.
• Ensure accurate, complete, and timely recording, documentation, and closure nova cases.
• Point of contact for process and procedures as well as complex escalations and technical issue resolution.
• Coaching customer interaction and offering guidance on web portal excess.
• Possess comprehensive knowledge of products, procedures, and services through continuous improvement, following quality standards.
• Ensure cooperation and coordination with related departments in company.
• Assist in developing process guides, product, and system training as well as revised standards and methods.

ACHIEVEMENT:

• Ability to work in flexible working hours and/or day
• Capability to work with high speed and accuracy
• Enhance Quality Assurance form to provide reliable customer service.
• Improvement in communication skill with people from all level

RESPONSIBILITIES:

• Handle customer End-to-end process throughout shipping Booking to BL process.
• Appropriately handles all telephone and email to answer about bookings/BLs requirement including shipment, freight and other enquiries.
• Work with Sales departments to promptly resolve customer needs and issues to meet/exceed during booking stage.
• Maintained high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Established and accurately prepared customers’ accounts to complete new purchases.
• Work with Sales departments to promptly resolve customer needs and issues to meet/exceed service deliveries.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies.
• Take extra mile to engage customers to ensure meet high customer satisfaction level.
• Streamlined communication between customers and internal departments for timely issue resolution

RESPONSIBILITIES:

• To rate and ensure accuracy and timeliness of all Bills of Lading (BL) for specific region in Europe.
• To rectify BL discrepancies, in addition this position is responsible to trouble shoot problems which may arise during production of bill of lading.
• To work towards achieving KPIs and attend daily quality issues.
• To work as a team within department and intra – department as well as work effectively and efficiently.
• Ensure to audit Bill of Lading and resolve it without error.
• To maintain quality of Bill of Lading as to minimize redundancy and delays.
• Liaise with sales office to identify and solve back log/current issues.
• To advice on any penalty charges occurred during amendment of BL after submitting manifest to custom.
• To ensure that, BL is inputted correctly by coordinators.
• To send mails to Front Lead Officer (FLO) in UK to confirm if there is any differences between SI and Shipment.
• To send mails to Sales in UK if there no rates or to follow up with rates.
• To actively involve in e-mail communications with Global colleagues in order to solve all BL related problems.
• To ensure free time is inputted according to customer request if eligible.
• To ensure BL is faxed to correct destination after it is rated.
• To ensure amendments are done to BL without any mistake as requested to ensure no complaints.
• To ensure BL is done according to requirement of country and customs

ACHIEVEMENT:

• Being senior staff transferred role from checker to Rater United Kingdom Outbound (Top Europe country with huge BL volume with complex process & requirement) as leader (checker processor) replacing team lead with responsibilities to manage junior staffs. Example of process & requirement:
  Detailed checking Bill of Lading with responsibility to input correctly according Shipping Instruction.
• To ensure freighted bill of lading and arrival notice prepared based on customers profile requirements involving rates and data accuracy and confidentiality.
• Experienced in training new staffs on company system/software and countries processes.
  Country : United Kingdom, France, Spain and Portugal
  Staff trained : 8