Job Description

Job Functions

The primary function of this role is to serve as the first point of contact for customers, ensuring accurate and timely entry of all orders into Newton. The role involves providing and processing information in line with customer requirements, while safeguarding the interests of the organization. Additionally, it supports the coordination of all Customs Declarations related to cargoes handled at the terminal. Given the 24/7 nature of terminal operations, this position may require working night shifts, flexible hours, and weekends.

Logistics:

• Coordinate with customers and their nominated service providers to:
  • Receive, review and evaluate product handling information
  • ensure safe and timely execution of the orders
  • provide operational updates to clients on the status of the orders
  • provide accurate reporting related to product inventories
  • Verify accuracy of month end stock and pass necessary adjustments to ensure correct book stocks are maintained
  • reconcile their stocks and investigate variances, if any
  • respond to their inquiries and manage their complaints

• Coordinate with internal teams like OPD, MTN & HSSE to:
  • plan and execute terminal field activities in a safe manner
  • ensure that all product handling is executed safely & in time
  • collate information related to client queries and complaints

• Using the Newton order-processing system:
  • Prepare and issue the work-orders from the system
  • Verify, update and book of orders upon their execution
  • Distribute post-operation order advise to clients
  • Deliver client inventory and operations reports
  • Extract and prepare relevant KPI reports
  • Maintain daily stock reconciliation records of all tanks.

• Ensure proper identification, filing and archival of the department’s records
• During CSS leave of absence, perform his respective functions
• Assist CSD in the department’s other activities as called upon for.

Customer Service

• Proactively gather feedback from customers through various touchpoints to identify service gaps and opportunities for improvement. Log, track, and maintain feedback register ensuring all issues are recorded accurately, categorized, and escalated where necessary in line with internal SOPs.
• Collaborate with relevant departments to ensure a consistent and positive customer journey across all service interactions, with a focus on timely resolution and satisfaction.
• Analyze periodic customer satisfaction surveys to assess service performance and identify areas for improvement.

Customs Declaration

• Arrange for the ‘Delivery Orders’ from vessel agents related to the imports
• Prepare the necessary paper-work for the customs declarations
• Submit all quantities as per BL figures / discharge figures for Import & Export on Dubai Trade

Development of Department’s Internal & External Policies & Procedures:

• Ensures in-depth knowledge of the products or services offered by the company.
• Follow’s department’s policies and procedures for internal and external use.
• Continuous Process improvement
• Manage a range of administrative duties, including scheduling, documentation, and internal communication, to support overall team effectiveness, in compliance with organizational procedures and timelines
• Ensure Terminal IMS is updated regularly with the changes in department SOPs.
• Prepare necessary administrative paperwork for departmental expense processing and route it for appropriate approvals