WHAT YOU'LL BE DOING
The Documentation Specialist will provide the highest level of customer service by supporting the export documentation process and ensuring efficient, timely communication with customers, carriers and internal teams.
ESSENTIAL RESPONSIBILITIES INCLUDE:
Provide Excellent Customer Service: Ensure that all interactions with customers, agents, and other stakeholders reflect a commitment to delivering the highest level of service, addressing inquiries promptly and professionally.
Follow-up on Payments: The essential responsibility is to actively follow up on payments from Cash account customers. Send notifications to customers that payment is expected and track the receipt of funds.
Add Release Fees and Send Payment Reminders: Add applicable release fees to bills of lading (BLs) upon handover. Email customers to notify them that payment is due and being tracked.
Send Updated BLs: Once payment is received, promptly update the BL and send it to the customer and any involved agents to facilitate the release of goods.
Assist Documentation Team: Provide support to the documentation team by helping them obtain necessary information, such as shipping instructions (SLI) or specific documents when needed. Assist with questions related to documentation and help gather required details to ensure smooth processing.
Ensure Accurate and Timely Document Transfer: Ensure that all necessary shipping documents (e.g., bills of lading, certificates of origin) are correctly prepared, verified, and delivered to the relevant parties (customers, agents, carriers) on time, to avoid shipment delays, customs clearance issues, or release problems.
Print and Ship Documents: Print and pouch signed original house bills of lading (HBL) to the customer, agents or other relevant recipients.
Send Invoices: Handle invoicing for warehouse orders or any other specific charge is issue as a separate invoice to customers, ensuring accurate billing and timely submissions.
Manage Bonds: Arrive and export bonds in compliance with customs and shipping regulations.
Handle Documentation Calls: Serve as the primary contact for documentation-related inquiries, managing communication with customers, agents, and internal departments.
Work on Payment Issues: Resolve any payment discrepancies, collaborating with internal teams, customers, and agents to address issues quickly and efficiently.
Maintain Records: Accurately maintain and organize records of all export transactions, BLs, payment confirmations, and customer correspondence for audit purposes.
Continuous Improvement: Identify opportunities to improve processes related to documentation, billing, and payment workflows to enhance overall efficiency and customer satisfaction.
Respond to all communication (written, verbal, internal & external) within corporate prescribe guidelines.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- High school degree; associate degree preferred
Customer service experience; logistics experience
Ability to multi-task, prioritize, and manage time effectively
Reliability in attendance and timely responsiveness to tasks
Strong listening, written and verbal communication skills (English required); excellent interpersonal and teamwork skills
Strong MS Office skills, including Excel, Word, PowerPoint
WE ARE VANGUARD
We are an industry stalwart and a true innovator. We work with our customers to make doing business easier and more profitable. We are a values-driven organization with an objective to sustain sector leadership, always with the aim to create Happy Customers, Happy People, Happy Society and Happy Shareholders. Day-to-day, we work together to take care of our customers and each other, challenging ourselves to exceed our goals, and thinking ahead to anticipate our customers' future needs.
We set the standard. Come join us--we're looking for people just like you.
Vanguard is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. We're working to challenge the status quo with the power of diversity, inclusion and collaboration.
