Documentation Supervisor

Description

This role is primarily responsible for managing as well as executing documentation for clients. This is a player-coach role and reports to the Customer Service Manager. The standard hours are Monday through Friday from 8:30am to 5:30pm. Due to the deadline-oriented nature of the role, extra hours may be required to ensure client satisfaction.

Description:

To plan and prioritize daily/weekly routines of Documentation Team

Monitor key metrics to ensure department success. (Quality/Timely production of BL; Accuracy of invoice; Quality/Timely Manifest)

Monitor e-mail boxes to ensure completion of Service Requests within 2hs

Constant support to Documentation Team including involvement daily routines

Back-up of the Team during bottle-necks situations

Promote Customer Focus

Verifying that the CSRs are following to the defined guidelines & policies.

Ensure that all members understand the team’s objectives, work together to achieve it and meet their personal and team targets.

Responsibility for proper management of the team, the team's personnel. The team manager will be responsible for employee retention, the CSRs working environment & will support with any issues their employees may have by providing leadership & personal support.

Responsibilities:

Responsible for the customers' service experience and satisfaction level

Responsible for full completion of customers' queries by their team

Serve as the business expert for their team.

Monitor and improve their team’s performance, effectiveness & productivity by using internal tools.

Monitor and improve their team’s availability & service level by using internal tools.

Promote the team targets & represent the team's needs at the country level.

Responsible for employee satisfaction & Employee retention

Consistently improve the knowledge and professionalism of their team

Meet personal and team targets.

Requirements

Bachelor's degree in Merchant Marine Trade, Law Career, Process Specialist, Business Administration or related fields

5-year experience in shipping documentation

Leadership Experience Required

High attention to detail.

Strong organizational skills with the ability to prioritize task to ensure that deadlines are met.

Outstanding communication and interpersonal skills, especially when delivering information to customers and team members.

Proactive Approach

Positive, patient & assertive

Ability to lead, manage, motivate and inspire team members

Knowledge of performance evaluation and customer service metrics

Good computer software skill (EXCEL, WORD)

Fluent English – reading and writing