Customer Service & Documentation Specialist

The Customer Service & Documentation Specialist is responsible for managing client accounts, gathering mandatory international shipping trade documents, and ensuring data accuracy before submission to our Licensed Customs Brokers. This role requires a balance of high-touch customer care and strict attention to Philippine tariff and customs regulations.

Duties and Responsibilities:

• Client Account Management: Serve as the primary point of contact for importers and exporters, providing proactive, real-time updates on Bureau of Customs (BOC) clearance statuses, assessment of duties, and delivery schedules.
• Document Completion & Review: Collect, verify, and review essential international trade documents (Commercial Invoices, Packing Lists, Bill of Lading/Airway Bill, Certificate of Origin, and Import Clearances/Permits from regulatory agencies like FDA, BPI, or BAI).
• BOC Systems Preparation: Accurately encode shipment data into the company's brokerage software to prep files for E2M (Electronic-to-Mobile) customs entry processing.
• SGL & CPRS Monitoring: Assist clients with tracking their Client Profile Registration System (CPRS) status and managing documentation required for Super Green Lane (SGL) or Peza/Subic/Clark freeport zones if applicable.
• Discrepancy Resolution: Identify invoice errors, valuation misalignments, or missing commodity descriptions, and collaborate directly with clients to rectify them before formal entry filing.
• Billing & Statement of Accounts (SOA): Prepare accurate SOAs for clients, tracking advanced duties, taxes, storage, demurrage, and brokerage fees.

Qualifications:

• Education: Bachelor's degree in Customs Administration, Supply Chain Management, or International Trade. Non-licensed Customs Administration graduates or experienced logistics professionals are highly encouraged to apply.
• Experience: 1 to 3 years of experience in customer service and documentation documentation within a Philippine customs brokerage house, international freight forwarder, or PEZA logistics firm.
• Technical Knowledge: Familiarity with the Customs Modernization and Tariff Act (CMTA), E2M systems, and value-added service providers (VASPs) like InterCommerce, CargoData, or E-Konek.
• Soft Skills: Excellent English and Tagalog communication skills (written and verbal) to confidently interface with corporate clients and port operations staff; highly organized and resilient under tight port timelines.