Job description for Customer Service (CS) Air and Ocean Import Staff at PT Dextrans Worldwide Indonesia
Key Responsibilities:
1. Import Shipment Handling
- Monitor and manage import shipments for both air freight and sea freight
- Receive and review shipment pre-alerts from overseas agents
- Ensure shipment schedules and ETA (Estimated Time Arrival) are properly monitored and updated
- Follow up with overseas agents, shipping lines, airlines, trucking vendors, and related parties regarding shipment status
2. Customer Service & Communication
- Act as the main point of contact for customers regarding import shipment inquiries and updates
- Provide timely and accurate shipment status updates to customers
- Handle customer inquiries, requests, issues, and complaints professionally and efficiently
- Maintain good relationships with customers by delivering excellent service
3. Documentation Handling
- Review and verify import documents, including:
- Bill of Lading / Airway Bill
- Commercial Invoice
- Packing List
- Import Declaration Documents
- Delivery Orders
- Supporting shipping documents
- Ensure all documentation is complete, accurate, and compliant with customs requirements
4. Coordination & Operational Support
- Coordinate with customs clearance teams, trucking vendors, warehouses, and finance departments regarding import processes
- Arrange and monitor cargo delivery to customers
- Ensure operational processes are executed in accordance with SOP and timeline requirements
5. Reporting & Administration
- Prepare shipment status reports and operational updates regularly
- Input shipment data accurately into the company system
- Maintain proper filing and documentation records
- Support invoicing and billing verification processes when required
6. Compliance
- Ensure all import activities comply with customs regulations and company policies
- Maintain confidentiality of customer and company information
7. Finance & Billing Coordination
- Create Accounts Receivable (AR) and Accounts Payable (AP) entries accurately in CargoWise system
- Prepare and submit Payment Requests for operational and vendor-related expenses
- Coordinate with Finance Team regarding billing and payment processes
- Issue and provide invoices to shippers/customers in a timely manner
- Request and coordinate with Finance Team for E-VAT issuance and supporting tax documents
- Monitor invoice status and assist in following up outstanding payments when required
- Ensure billing documents and operational charges are aligned with shipment details and customer agreements
- Maintain proper filing and recordkeeping of finance-related documents
