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Ocean Freight Customer Service Coordinator

Date: 02-May-2019

Location: Muscat, Oman

Company: Panalpina

Req ID: 160267 - Posted 05/02/2019 - Ocean Export (OF-3)
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Professional
Office Location: Muscat (MCT)

The Panalpina Group is one of the world's leading providers of supply chain solutions. The company combines its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions for eleven core industries. Drawing on in-depth industry know-how and customized IT systems, Panalpina manages the needs of its customers' supply chains, no matter how demanding they might be. Energy and Project Solutions is a specialized service for the energy and capital projects sector.

The Panalpina Group operates a global network with some 500 offices in more than 70 countries, and it works with partner companies in over 90 countries. Panalpina employs approximately 14,500 people worldwide who deliver a comprehensive service to the highest quality standards – wherever and whenever.

We are looking to hire a Ocean Freight Customer Service Coordinator to execute Ocean Freight Operations in an efficient and effective manner as per SOP or supervisor’s instructions to ensure timely and accurate completion of day to day jobs and thereby to support the department to ensure smooth clearance, delivery and declaration of cargo in line with respective process and KPI’s.


• Understands and ensures adherence to Panalpina Quality Policies, Standards and Guidelines (according to ISO 9’001, ISO 14’001 and ISO 18’001 certification) and ensures compliance to processes and procedures set in Panalpina IMS

• Ensures strict adherence to Panalpina Code of Conduct

• Ensures availability, actuality and adherence to specific customer SOP / KPI

Contacts internal and external subcontractors and clients via email / phone and validate orders

• Coordinates with subcontractors to arrange movement/handling of cargo

• Manages and monitors accuracy of all relevant subcontractor invoices

• Opens job file with correct and accurate data / department code through FOS - Handle and manage all customer/subcontractor contact at file level and escalate to supervisor when required

• Carry our tasks regarding file management in a timely and correct manner

• File opening and documentation check (collection of missing documents)

• Preparation of file for invoicing and issue invoices within required time frames

• Updates shipment milestones into the appropriate systems, e.g. Pantrace, Intrac or ComBas

• Answers all customer inquiries in accordance with the Customer Service Policy standards

• Prepare and send status reports as requested

• Advise clients on delays and their consequences (fines, etc) and provides feedback to Customers and PA overseas stations on executed activities and incurred charges

• Obtains customer import permits/licenses for controlled commodities, such as “Telecommunication Equipment” from Customer when required and ensures customs requirements are met prior to customs clearance

• Liaises with Customer on arrival of cargo, discrepancy cargo and urgent delivery requirement

• Prepare and provide daily cargo discrepancy report (IHT)

• Ensures that original shipping documents are received and obtains missing originals from consignee or origin

• Ensures clean POD is received

• Ensures shipment costs are updated correctly and timely under “Job Costing” in FOS

• Uploading all documents in e-file and ensures all transport documentation is arranged and centrally stored

• Ensures customer satisfaction by providing timely, friendly and excellent Customer Service

• Tele-Sales to customers not supported by Sales

• Customer visitation when/if required

• Follow up with customers no longer utilizing PA services

• Follow up on customer quotations

• Keep workspace organized and follow Clean Desk Policy

• Carry out other tasks as required by management

• Supporting the Air Freight Operations if required


• Graduate from recognized university/college

• 3-5 years of relevant Operational and Customer Service experience

• Cross functional Knowledge in freight forwarding and logistics with main experience in Ocean Freight

• Knowledge about markets and competitors

• Understanding of PA strategy and products

• Overall understanding of business processes and interdependencies

• Ability to work under pressure


• Strong communicator (both, written and oral)

• Proactive team player

• Attention to detail & quality

• Initiative and commitment to achieve

• Readiness to continuously focus on identifying and meeting customer current and future needs

• Readiness to provide alternatives and optimized solutions to the Customer


• Fluency in written and spoken English

• knowledge of local language is an advantage