Assist with processing, or processes Inbound or Outbound shipments. Responsible for documentation and preparation of documents, or document receipt; timely clearance of shipments or traffic coordination to correctly process shipments. Model and act in accordance with our guiding principles and core values.
The description below is a broad job description that describes the nature of Import, Export and Breakbulk positions, which overall are similar in providing service to customer accounts, shipments, and regulatory compliance. It also outlines the level of positions to advance.
KEY ACCOUNTABILITIES: Level I Positions
- Secure necessary documentation when incomplete information is provided; may involve more limited or first reviews.
- Complete documentation for receipt of shipments, or review documentation to correctly process shipments.
- Process documents through the appropriate system in a timely manner to ensure compliance with established deadlines.
- Arrange, book, and confirm space on flights, freight, cargo, and other transportation methods.
- Develop and maintain excellent customer service to internal and external customers, to advise of shipment details, and provide quotations.
- Trace key transaction information (HBL, commercial invoice, and other required documents) to determine if available. Index and create tracking files to initiate clearance process, once documents are received.
- Follow-up with carriers, manage pre-alerts daily, and maintain record of all communications in files.
- Inform supervisor of problems and irregularities.
- Assist in coordination and communication of release to carrier, internal or external customer.
- Improve understanding and knowledge of basic and advanced features of internal systems.
- Actively pursue a better understanding of the process (through self- study, courses, and seminars presented by approved sources, and receive certification of competency in these applications).
- Perform other duties as assigned.
KEY ACCOUNTABILITIES: Level II Positions
In addition to the ability to perform all of the Level I accountabilities when needed, the Level II includes the following:
- Receive, review and process documentation for an assigned base of accounts, and process documents through the system.
- Interface with other CEVA systems to provide updates and communications for internal and external customers to produce timely and compliant transactions.
- Obtain release and other government agency releases as appropriate, arranging receiving or delivery, and ensuring invoicing for services is completed accurately and within the timeframe consistent with the account and company policy.
- Process other duties required for compliant release and timely delivery and receipt of shipments after release including but not limited to OGA release, cargo delivery set-up, and client invoicing.
- Serve as single point of coordination between customers (internal and external), U.S. Customs and Border protection and other government agencies to ensure service commitments are achieved and maintained in accordance with client and company objectives.
- Perform initial reviews and advise supervisor of any problems or irregularities discovered within assigned transactions.
- Provide excellent and timely customer service by proactively informing clients of the status of their shipments using judgment and knowledge, referring more technical questions to the team leader or licenced broker for response.
- Coordinate the release of goods from the carrier or governmental agency examinations that may be required.
- Ensure customer profile information is entered and updated in the appropriate company system for any customers; prepares quotations, letters, and communications as directed.
- Manage pre-alerts daily to determine whether freight is arriving as expected and ocean documents are received within time standard specified.
- Actively pursue a better understanding of the process through self-study, as well as courses and seminars presented by approved sources.
- Improve understanding and knowledge of the established system, in both its basic and advanced features.
- Perform other duties as assigned.
KEY ACCOUNTABILITIES: Level III Positions
In addition to the ability to perform all of the Level II accountabilities when needed, the Level III includes the following:
- Receive, review, and process documentation, work through an assigned base of accounts, process documents and information through the established systems, ensuring preparation according to regulatory requirements and customer commitments; accounts are usually complex or by direction of the team leader or supervisor.
- Process documents through the system; interface with other CEVA systems to provide updates and communications for internal and external customers to produce timely and compliant transactions.
- Assist in workstream development of new accounts, including reviewing all documentation and forms, maintaining communications with clients, reviewing their process on a regular basis, and maintaining client profiles and databases.
- Obtain government agency releases as appropriate, arranging delivery, receipt, and invoicing the account; accounts are technical or complex in nature.
- Process Customs release, OGA release, delivery of cargo, and invoicing for services defined within customer and company standards.
- Identify and complete transaction tasks that require special handling or expediting to produce compliant processing.
- Review all entries, invoices and client packages prior to distribution.
- Investigate reason and advise supervisor of any problems or irregularities.
- Continue to actively expand understanding of the process through self-study, as well as courses and seminars presented by approved sources.
- Continue to improve understanding and knowledge of the established system, in both its basic and advanced features.
- Perform other duties as assigned.
KEY ACCOUNTABILITIES: Level IV Positions
In addition to the ability to perform all of the Level III accountabilities when needed, the Level IV includes the following:
- Create and distribute written exception procedures for handling each account served by the team, including classifications, valuation rules, schedule of fees, correspondence, post entry process, and any other related information.
- Assists with overseeing the entry processing performance and existing customer service commitments to reflect established company databases and pre-load templates to reflect these procedures.
- Receive, review, and process complex or sensitive transactions for assigned base of accounts for all entry types, including the classification and valuation of goods.
- Obtain certification for completing customer classification, as well as, other compliance specific classification as defined by company product standards.
- Assist and review work stream development of new and existing accounts, including reviewing all documentation and forms, maintaining communications with clients, reviewing their process on a regular basis, and maintaining client profiles and databases.
- Process documents through the established system, obtaining release and other governmental agency releases as appropriate.
- Review and monitor all rejections, requests for information and other correspondence.
- Respond and assist with complex customer inquiries, including research and assistance with escalation on priority issues.
- Monitor shipments as they approach non-compliance based on customer control, event control, and transactional data count or control.
- Stay current of U.S. Customs regulations (Customs Brokers and the Customs clearance process); and classification and validation rules through self study, approved related courses and seminars, and regular review of trade publications.
POSITION SPECIFIC RESPONSIBILITIES:
All roles will require various levels of understanding for their internal processes, best practices, customer service, laws, rules, and regulations, and related areas. Based on area of assignment roles may have:
Air and Ocean Import/Export: greater involvement with the quote, sales leads, and customer on-boarding process
Ocean: chassis and container returns
Gateway: Booking, monitoring and transferring of loads
Brokerage: Processing and filing of regulatory documents
KNOWLEDGE, EXPERIENCE & SKILLS:
Education & Certifications: Required:
High School Diploma or GED required.
Education & Certifications Preferred:
Level I: Not applicable
Level II & III: Associates Degree Preferred
Level IV: Bachelor’s Degree in Transportation, Logistics, or Supply Chain Management preferred
Level I: Less than one year related experience required.
Level II: Minimum one to three years related experience.
Level III: Minimum four to six years of related experience.
Level IV: Greater than six years of related experience.
Special Knowledge Required:
Level I & II: PC Literate. Basic proficiency in Microsoft Office, Internet, web based and job specific software applications; Accurate typing and / or data entry skills; Responds promptly and professionally to customer needs; Identifies and resolves problems in a timely manner; balances team and individual responsibilities. Following policies and procedures and ability to understand laws, rules and regulations in areas of assignment.
Level III: Same as above, except requires intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications Ability to apply laws, rules, and regulations in areas of assignment.
Level IV: Advanced proficiency in Microsoft Office, internet, web-based and job specific software applications. Ability to apply and assist with communicating laws, rules, and regulations in areas of assignment.
Interpersonal & Communication Skills Required:
Level I: Must be able to read, write and speak English fluently; ability to communicate and interact effectively with multi-functional and diverse backgrounds; ability to read, comprehend, and write basic correspondence; effectively present information one-on-one or in a small group situation; identify and resolve problems in a timely manner.
Level II: Same as above, and read and interpret documents and write routine correspondence. Coordinating communication across groups. Raising potential concerns or customer requirements.
Level III: Same as above, and responds promptly and professionally to customer needs and solicits customer feedback to improve performance. Read, analyse, and interpret complex procedures or regulations and write correspondence and procedural documents. Speak effectively before groups of customers or employees. Recommend solutions to common problems. Gives and welcomes feedback, and contributes to building a common team spirit.
Level IV: Ability to write reports, business correspondence, and procedure manuals. Monitoring overall processes, information and operations.
Level I: Ability to add, subtract, multiply, and divide, responds promptly and professionally to customer needs.
Level II and Above: Ability to add, subtract, multiply, and divide using units of currency, weight, volume, and distance measurements. Gather and analyse documents skilfully. Balance team and individual responsibilities, exhibit objectivity and openness to others’ views.
Licenses and Certifications:
Professional certification may be required in some areas.
Travel is not required for this position