Customer Support Agent

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Have you ever stared out at sea and wondered which exotic destinations all these ships you see are coming from and going to? We know, as we are agents in more than 2000 ports around the world.

Now more than ever we see that the maritime industry keeps the world going round, and as agents we are the linking pin in the process of transporting goods around the world. Our vision is to shape the maritime industry, and we constantly develop new and improved solutions for our customers.

We are looking for an Export Documentation Coordinator Maritime Logistics join our company.

In Wilhelmsen Port Services (WPS), we provide our customers with peace of mind while we handle their cargo, their vessels, and their crew. We handle 75,000 port calls per year, which means that every 7 minutes, anywhere around the world, we send a ship safely out to sea again to fulfil its purpose. We match local expertise with strict global standards, making sure we consistently make our customers’ port calls as efficient and safe as possible.

Who you are:
You will be responsible to deliver services as per Ships Agency Service Agreement (SASA) contracts targeted towards our largest customers, create opportunities for widening the current frame of SASA contracts and general portfolio. The objective is not only to create added value in the contractual relationship with the customer, for the customer‘s benefit, but also for WPS business growth.

If you are well organized, customer focused, can deal with multiple deadlines, result oriented, this may be the position for you.

Required experience and skills:

- Maritime background or compensated with relevant work experience.
- Minimum three (03) years of operation experience in shipping industry.
- Results oriented and ability to set and follow up on targets.
- Strong interpersonal understanding with an awareness of different cultures within the customer base, team, and organisation.
- Good negotiating skills.
- Good networking and relation building skills.
- Ability to work independently and in a team encouraging and respecting the contribution of others and volunteering information and ideas.
- Work well in a team and multi-cultural environment. Able to work independently.
- Fluent in English & Tamil - both written and spoken.
- Ability to work with the company’s software systems.

Your key responsibilities will include:

- Support the commercial team in managing existing contracts for assigned SASA customers.
- Ensure that updated contracts and rates are available in the system together with instructions for operational and administration resources.
- Promptly respond on customer enquiries.
- Register and follow up customer complaints in Improvement Potential (IP) system.
- Oversee timely resolution of all IPs under customer portfolio by interacting with the customer and WPS network to provide timely solutions and improve WPS service.
- Maintain the relationship with customer, gather feedback on WPS services (global and local) and share it among network for service upgrades.
- Collaborate closely with operational and administration resources to secure all requirements from the customer are fulfilled in accordance with global operational standards and SASA contract terms in place with the customer.
- Collaborate with Commercial Team and Ships Agency Managers to secure growth on existing business, and secure holistic approach towards customers.
- Create opportunities and sales leads for Commercial Team in the CRM system.
- Collaborate with Commercial Team and/or DA Centre to settle outstanding balances on customer account.
- Filter correspondence based on commercial value for WPS (point actual business, real/detailed requirement, proactively retrieve market information about charterers and traders) and pass it on to internal network (local ports, sales resources) when justified.
- Collaborate with WSS local agents and WSS sub agents on port call pre-planning to secure proper cost estimates and extend the services offered (investigate actual customer needs and clearly communicate same to port providing the agency services).
- Prepare and participate together with Commercial Team (if needed) in business reviews with most profitable customers.
- Average agency fee value.
- Adherence of DAs to agreed agency fees and service scope.
- Number of leads and opportunities passed to Commercial Team.
- Reduction in errors, leading to improved compliments from customers.
- Compliance to all applicable processes.

Health & Safety

You will be responsible to adhere to the company’s health and safety* requirements to ensure their own safety and the safety of their colleagues by:
participating in risk assessment processes in the workplace completing required health and safety training and certification. following safe work practices and procedures and use perso