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Customer Service, Documentation Specialist
Pacific International Lines (PTE) LtdCustomer Service & Documentation Specialist handling contracts and shipping documentation for PIL Colombia. Focus on customer support, documentation accuracy, and driving revenue growth in the shipping industry.
About the role
Key responsibilities & impact- Serve as the primary point of contact for customers to handle contracts
- Give shipping documentation support, ensuring the accurate and timely issuance of shipping documents while maintaining high standards of customer service
- Download and treat daily booking requests, to be sent to customers within the next period
- Handle all customers’ demands to ensure all requests are promptly attended
- Ensure routes, weight, POL/PODs, commodities, temperature and all other info are accurate on PIL system
- Maintaining good communication with other teams like Documentation and Sales Teams
- Booking amendments and maintenance
- File customers’ particularities to ensure consistency on PIL service
- Follow up bookings from regular / BID customers, to ensure they are coming within the expected timeframe
- Phone Attendance proving excellent customer experience
- Assist customer with problem solving
- Liaise with internal departments to resolve customer grievances
- Ensure adherence to Pocket PIL, selling this tool to customers to migrate the volume from other platforms
- Shipping instruction processing, submitting customs manifest and ensuring we comply all local customs regulations
- Control and issuance of import and export invoices (local charges, demurrage, detention, freight, port charges and extra charges)
- Control and release delivery orders
- Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy
- Provide timely updates on shipment status and documentation readiness
- Handle complaints and escalate unresolved issues to the appropriate department
- Assist customers in understanding billing details and resolving discrepancies
- Coordinate with internal departments to ensure smooth documentation flow and customer satisfaction
Requirements
What you’ll need- Bachelor’s degree in business, Logistics, or related field
- Experience in customer service within the shipping or logistics industry
- Experience in sea shipping documentation in the shipping and logistics sector
- Proficiency in MS Office and CRM software
- Knowledge of import/export processes, documentation, and invoicing
- English level: preferably B1, B2, or higher level in Speaking, Listening & Reading
- Must be fluent in Spanish; intermediate English (needs to read/write effectively)
- Organized, able to follow regulations and procedures in a strictly regulated environment
- Strong communication, negotiation, and interpersonal skills
- Strong organizational and problem-solving skills
- Customer-oriented mindset with problem-solving abilities
- Discretion and professionalism in handling sensitive information
- Team spirit and adaptability
Benefits
Comp & perks- Opportunities for professional growth and development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Shipping DocumentationInvoicingCustoms Manifest SubmissionBooking ManagementProblem SolvingRegulatory ComplianceDocumentation Flow CoordinationCustomer Inquiry ResponseDelivery Order ControlShipping Instruction Processing
Soft Skills
Strong Communication SkillsNegotiation SkillsInterpersonal SkillsOrganizational SkillsTeam Spirit