Attend to all customer enquiries in accordance with customer service policy standards. Co-ordinating with the destination office for shipment approvals. Exploring new opportunities from existing customers and increase share of business handled by ensuring customer satisfaction and proactive follow up. Ensure compliance with the standard area operating processes and Customer SOPs. Create docket/file and review documentation with booking form, covering Shipper's Letter of Instruction (SLI) and/or Letter of Credit for accuracy Co-ordinate with Shippers for Export documents. Respond to inquiries from the field sales and clients, providing accurate and timely information and advice on Customs related issues and other compliance queries. Sending shipment status to Shipper and forward DSR on timely and consistent basis. Communicate and resolve with the customer on exceptions and incidents – Invoice, Service Irregularities & Claims Management Responsible for payment follow up / collection for credit customer for nomination shipments Responsible to make sure documents are not getting released without 100% payment for Cash Customer, any TDS deduction must be on letter head from customer to maintain proper accounting / future follow up. Interacting with destination BU for status update for DDU/DDP shipments. Ensure that file contains all necessary pre-shipment document copies in proper sequence and handover the file to document processing. Achieve “Operational Excellence” through accurate and timely documentation / system updates resulting in increased productivity and data quality. Achieving Global Operational KPIs– Data Quality, Mandatory Fields, Workflow & Milestones. Posting of Vendor Invoices thru Web cost portal correctly & timely. Closing Job files within the agreed timeframe by posting all costs received from various vendors and allocating agreed revenue/Sell rates as per set KPIs. Proper input of cost / revenue/ WIP / Accruals Handling Invoice Disputes through proper mechanism & ensure timely closure. Sending pre-advise with complete and accurate documents to network overseas / destination office. Ensure proper information flow with department staff on updates, changes, market trends/requirements etc. Helping Team with Shipping Line or co-loaders for documentation. Escalate wherever necessary. Observe and follow special rules.