Job Description

Main Purpose of the Role:

Required to manage all aspects of the import and export release process in an effort to provide optimum customer service. Ensure customer satisfaction by providing quality training in preparation of release of import and exports bills of lading, and customer resolution, while complying with company directives. Possess the ability to define, develop and document business processes and procedures. Manage the planning, organization and implementation of new systems. Proactively manage exceptions and provide solutions. Responsible for linking the measurements to the performance planning process of the organization and fostering an environment of accountability and ownership. Evaluate processes, identify risks, develop solutions and implement improvements related to the import and export release processes within A3.

Main Tasks:

Establish, circulate and update employee key performance indicators.

Monitor daily activities of the department in conjunction with assistance of Assistant Export Documentation Manager.

Monitoring emails, assisting personnel with resolving customer issues, finding solutions to irregular shipments.

Monitoring progress with traffic functions, securing ocean freight/obl receipt, releasing and handling customer inquiries and request by utilizing information found in the manifest and various routing programs

Interviewing and hiring, training organizing skill sets.

Provide management with statistics showing the work output on a weekly, monthly and yearly basis in the form of documents received and processed.

Track agent productivity and number of releases completed

Handle high volume of emails from customers with ability to respond promptly and professionally.

Handle escalated customer situations and bring to resolution

Point of contact for employees on any work related issues that may require managerial intervention.

Serves as the ultimate point of contact for elevated customer service complaints.

Recognize and correct all procedural/workflow problems and the dissemination of all new procedures and updates.

Establish, update and circulate policies and procedures for export documentation sub-centers.

Requirements

• Bachelor’s degree (B.A.) from four-year College or University;

• Five to seven years related experience and/or training; or equivalent combination of education and experience.

• Knowledge of Microsoft Excel Spreadsheet, Word and Outlook software.