Duties & Responsibilities:

Outbound and Inbound shipment process

1. Respond to all survey requests and emails THE SAME DAY as the original request. If a response is not the available same day, a fax/email to confirm receipt of the request is required along with the acknowledgement that response will be available by next day.

2. Answer incoming calls and direct to the appropriate person/department. Provide immediate customer assistance whenever possible. When an appropriate person is not available, messages must provide full detail on the nature of inquiry/request.

3. Involvement with calling-in customers: find out what they need, who is calling and what it is about, try to provide assistance as much as possible.

4. Review all incoming messages, emails and faxes for the sales team if they are out of the office to ensure prompt and regular communication with the sales staff. Based on this correspondence, provide customer assistance when necessary. Ensure contact with a sales team in urgent situations via mobile phone.

5. Type and format all correspondences sent outside of the office according to Santa Fe branding requirements.
6. Confirm survey results and information on Sales.

7. Type all quotation letters according to the sales team’s instruction and as approved, paying particular attention to accuracy and basic mathematical computations and correcting for obvious errors (obtain assistance when needed from General Manager).

8. Email the quotation letters as appropriate and file accordingly.

9. Keep of the daily record of completed quotations on Sales’ mail server.

10. Responsible for obtaining daily survey schedule, weekly phone inquiry report & lost move report

11. Set up, update & print Booking Confirmation within 1 day of instruction / advise of booking by client

12. Assist with filling-in job order requests and promptly forwarding to subcontractor/operations

13. Compile & enter lost move data into RA.

14. Oversee timely and thorough follow-up with the Sales Person on at least a weekly basis on all pending moves of the Sales Person, and record last follow-up dates in a weekly report.

15. Update Closing Ratio report every Friday and the itemized Closing Ratio every end of the month to include the week/monthly survey and booked shipments.

16. Completes Work Order, documents, and all paper works needed for shipments. If documents are incomplete, call the attention of the Sales person-in-charge or call the client directly if allowed.

17. Once weight tickets & shippers instructions among others are received from the warehouse, instructions of the shipper should be noted and acted accordingly. Check if the shipment is paid prior to sending out or if there’s a credit line.

18. Issue the draft invoice upon receipt of completed documents from OBC (for outbound) and prior to moving date for the local move. Check proper rates, storage charges and all details in general (for outbound, local move shipment, office move shipment, inbound shipment controlled by Santa Fe).

19. Ensure that all export declaration and all related export permits necessary are complete prior to the departure of the shipment.

20. Prepares Pro-forma Bill of Lading/AWB upon vessel’s departure and email it to SS Line or Freight Forwarder right away, if not, the following day is the latest.

21. Requests Original Bill of Lading from the Freight Forwarder on the third day from vessel’s departure or arranges telex release with steamship lines as needed;

22. Forward freight invoice to Accounting Department the day after the vessel’s departure and arrange payment of freight if booking was done with the SS Line (no credit line)

23. Send shipping documents by courier/email to the Destination Agent prior to vessel’s arrival.

24. Sends pre-alert to Destination Agent. Ensures that Destination Agents receives the complete documents prior to the arrival of shipments both for air and sea.

25. Requests shipment status/development from the Destination Agent and provide a copy to Sales Department.

26. Requests confirmation and proof of delivery from the Destination Agent. Ensures that booked shipments are handled accordingly to the standards set by Santa Fe from booking to delivery at destination.

27. Prepares Outbound Progress Report and submits to Management Representative.

28. Informs the General Manager on how to settle claims if there is any.

29. Prepares and sends invoices, assist with payment collection


• Relocation services

1. Analyze and become familiar with scope of services

2. Initiate services through welcome email, telephone call to the client.

3. Monitor, follow-up and report security deposits status from Landlords. Analyze and review charges of owners against security deposit refund.

4. Regular update of client database (personal information, contact details, family, housing details, club memberships, etc)

5. Monitor lease contract termination date and alert Coordinator / Account Consultant and/or Manager 90 days prior.

6. Review lease contract and computation of payment

7. Familiarize with membership procedure and coordinate documentation on Club Membership

8. Coordinate with accredited brokers for updated listings

9. Coordinate with a subcontractor on scheduling/delivery of programs.

10. Obtain post-program delivery reports and update in system

11. Prepare and update brokers database (property, name and contact information of owners)

12. Assist in coordination of documentation regarding immigration requirements (internal and external).

13. Assist in research for special needs/requirements of clients

14. File and organize records, input in RA system

Requirements:
• Possess Degree/Diploma in Logistic or in any discipline with at least 1-2 years of relevant experience in Customer Service Function.
• Experience in logistic background experiences.
• Adherence to sensitive timelines and deadlines
• Attention to detail in composing and proofing materials, establishing priorities and meeting deadlines
• Able to work under pressure and perform effectively in a highly demanding environment
• Good knowledge of shipping.
• Proficient in use of Microsoft Office applications.
• Good interpersonal skills, accountable, initiative and willingness to learn.
• Good team player with positive working attitude.