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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.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within the shipping and logistics industry, with a strong focus on sea shipping documentation, import/export processes, and compliance with local customs regulations. Proficient in MS Office and CRM software, with strong organizational and problem-solving skills to ensure customer satisfaction.
Highest-signal resume keywords
Customer Service ExperienceSea Shipping DocumentationImport/Export ProcessesMS Office ProficiencyFluent in Spanish
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Shipping DocumentationInvoicingCustoms Manifest SubmissionBooking ManagementProblem SolvingRegulatory ComplianceDocumentation Flow CoordinationCustomer Inquiry ResponseDelivery Order ControlShipping Instruction Processing
Soft Skills
Strong Communication SkillsNegotiation SkillsInterpersonal SkillsOrganizational SkillsTeam Spirit
Tools & Technologies
CRM SoftwarePIL System
Industry Keywords
LogisticsShippingCustomer ExperienceFreightDemurrageDetentionPort ChargesLocal ChargesBID CustomersCustomer Grievances
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