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1、Position Description:meticulous customer service学习目标knowing about customer services responsibilities1knowing main duties of each team in customer service department2Do you know how many teams are there in customer service division?What are there duties?课前一问了解客服部的工作职责Assisting customers to place orde
2、rs and complete booking servicesFollow-up to provide customers with corresponding services according to customer needs At the same time,the customer service department will also communicate and contact with customers through customer service hotlines and emailsIn order to solve the customers problem
3、s or to complete any modification services related to bookingAt the same time,the shipping companys customer service department will provide a comprehensive,professional and efficient way to provide services to and solve problems for customers in accordance to customer demandMain duties of CS in shi
4、pping company are:Booking teamExport teamImport teamDocument teamNormally shipping company CS contains 5 teams China is export oriented county Thus booking and export team are the most crucial teams in CS The proportion of staff is also relatively large了解客服部的工作职责Counter team熟悉客服部各team主要工作Booking tea
5、m:meeting customers booking demandBarge ordering required when dealing with barging cargo to allow smooth barging熟悉客服部各team主要工作2.Exporting team:mainly fulfilling customers demand after booking（COV=Change of Vessel）、（COD=Change of Delivery）Huge amount of tasks including COV and COD before loading 熟悉客
6、服部各team主要工作2.Exporting team:mainly fulfilling customers demand after bookingIf COV and COD is needed before loading,an application must be submitted for further actionsfirst stepfulfill the original informations inlucding（Original Booking Vessel/Voyage）、（Booking nbr(s)）、（Size/Type）、（Container nbr(s)
7、、（Original Place of Delivery）熟悉客服部各team主要工作2.Exporting team:mainly fulfilling customers demand after bookingIf COV and COD is needed before loading,an application must be submitted for further actionssecond step（container status declaration）：Must clarify the container status with customer熟悉客服部各team主
8、要工作2.Exporting team:mainly fulfilling customers demand after bookingIf COV and COD is needed before loading,an application must be submitted for further actionsThird stepmust clarify with customer to change to which ship,which port,the name of the new ship and rout.COD=Change of Discharged PortCOD=C
9、hange of Delivery熟悉客服部各team主要工作2.Exporting team:mainly fulfilling customers demand after bookingIf COV and COD is needed before loading,an application must be submitted for further actionsexampleThe destination is Dong Guan，but Dong Guan has no international container portthe large sized ships canno
10、t berth,so the discharged port will be Shenzhen port,and transferred to Dong Guan by truck or barging ship.熟悉客服部各team主要工作Knoing CS each teams main duty2.Exporting team:mainly fulfilling customers demand after bookingexcept for CODCS exporting team also need to deal with many other issuesin conclusio
11、nall demand after booking are dealt by exporting team 1.Needing repliesQueries from customer2.CS are required by government to apply AMS/ACI before landing to Canada and U.S3.Trouble caseIntenrtioanl shipping company CS people also need to follow up some trouble cases熟悉客服部各team主要工作3.Exporting team:m
12、ainly fulfilling customers demand after bookingIncluding arrangement of ship to transit port to destination,trailer The submission of manifest information,the import exchange order process,Extract imported goods,etc.,There are also some inbound re-export arrangements.熟悉客服部各team主要工作4.Counter service
13、team:mainly deals with B/L,telex release and involceTelex release means that the shipper will issue the goods to the carrier after loading the ship.Return the complete original contract to the carrier,or do not directly issue the original freight,also specify the consigneeThe carrier authorizes its
14、agent at the port of discharge,delivery of the goods without the consignee issuing the original bill of lading熟悉客服部各team主要工作Knoing CS each teams main duty4.Counter service team:mainly deals with B/L,telex release and involceIf the customer has a demand for telex release,the person who serves the tea
15、m at the counter need to submit a letter of attorney that is the guarantee letterEnsuring the consignee is not required to submit In the case of original bill of lading Direct delivery Risks,liabilities and losses熟悉客服部各team主要工作Knoing CS each teams main duty4.Counter service team:mainly deals with B/
16、L,telex release and involcetelex release needs to fulfill the following information:（Vessel Voyage）、（ETD）、（Consignee）、（B/L No.）熟悉客服部各team主要工作5.documentation teamThe main tasks are providing B/L required information to make B/L,B/L double check,and cut-off order and send these information to discharge port.课后总结In general,the customer service department of international shipping companies is based on the needs of different customers and to provide professional services.2.International CS counter s
