Customer Service, Documentation Specialist

Responsibilities

• Serve as the primary point of contact for customers to handle contracts
• Give shipping documentation support, ensuring accurate and timely issuance of shipping documents while maintaining high standards of customer service
• Download and treat daily booking requests, to be sent to customers within the next period
• Handle all customers’ demands to ensure all requests are promptly attended
• Ensure routes, weight, POL/PODs, commodities, temperature and all other info are accurate on PIL system
• Maintain good communication with other teams like Documentation and Sales Teams
• Handle booking amendments and maintenance
• File customers’ particularities to ensure consistency on PIL service
• Follow up bookings from regular/BID customers, to ensure they are coming within the expected timeframe
• Phone Attendance proving excellent customer experience
• Assist customer with problem solving
• Liaise with internal departments to resolve customer grievances
• Ensure adherence to Pocket PIL, selling this tool to customers to migrate the volume from other platforms
• Shipping instruction processing, submitting customs manifest and ensuring we comply with all local customs regulations
• Control and issuance of import and export invoices (local charges, demurrage, detention, freight, port charges and extra charges)
• Control and release delivery orders
• Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy
• Provide timely updates on shipment status and documentation readiness
• Handle complaints and elevate unresolved issues to the appropriate department
• Assist customers in understanding billing details and resolving discrepancies
• Coordinate with internal departments to ensure smooth documentation flow and customer satisfaction

Requirements

• Bachelor’s degree in business, Logistics, or related field
• Experience in customer service within the shipping or logistics industry
• Experience in sea shipping documentation in the shipping and logistics sector
• Proficiency in MS Office and CRM software
• Knowledge of import/export processes, documentation, and invoicing
• English level: preferably B1, B2, or higher level in Speaking, Listening & Reading
• Must be fluent in Spanish; intermediate English (needs to read/write effectively)
• Organized, able to follow regulations and procedures in a strictly regulated environment
• Strong communication, negotiation, and interpersonal skills
• Strong organizational and problem‑solving skills
• Customer‑oriented mindset with problem‑solving abilities
• Discretion and professionalism in handling sensitive information
• Team spirit and adaptability

Hard Skills

• Shipping Documentation
• Invoicing
• Customs Manifest Submission
• Booking Management
• Problem Solving
• Regulatory Compliance
• Documentation Flow Coordination
• Customer Inquiry Response
• Delivery Order Control
• Shipping Instruction Processing

Soft Skills

• Strong Communication Skills
• Negotiation Skills
• Interpersonal Skills
• Organizational Skills
• Team Spirit