Shipping Customer Experience (Import/Export)

Location: Lae, Papua New Guinea

Job Purpose:

The Customer Experience Staff is responsible for delivering high-quality operational support for shipping activities across Lae, Wewak, and Madang. This role ensures the smooth execution of import and export procedures by managing documentation, liaising with clients, shipping lines, and ports, and maintaining accurate and timely records. The Customer Experience Staff will also drive client satisfaction through responsive service and continuous adherence to standard operating procedures (SOPs).

Key Roles and Responsibilities:

1. Import Customer Experience (Lae, Wewak & Madang)

- Register import manifests into the system (AW).

- Send advisory notifications to clients with their MRN and Line numbers.

- Prepare and submit hard copy inward manifests to Port Authority.

- Prepare and send inward EDI files to PNG Ports.

- Prepare reefer manifests for vessels and terminals.

- Process and release Delivery Orders (DOs) for Lae, Wewak and Madang clients.

- Follow up on pending Delivery Orders to ensure timely clearance.

- Maintain accurate and up-to-date import files and records.

- Address and resolve client queries via case management systems.

- Organize and keep SOP documentation updated and accessible.

- Generate reports as required by the BU Manager.

2. Export Customer Experience (Lae, Wewak & Madang)

- Prepare and manage booking lists and follow up with clients.

- Send pre-receival advisories and client BCAs (Gate Passes).

- Prepare and send final load lists for export vessels.

- Prepare export reefer manifests and submit to terminal.

- Prepare and send outward EDI/manifest files to PNG Ports.

- Follow up on container pull-outs and coordinate with shippers.

- Maintain export files and generate regular export reports.

- Address and resolve client queries via case management systems.

- Ensure container linking, loading, and documentation reconciliation is accurate in Maersk systems.

- Maintain SOPs and ensure consistent documentation practices

- Maintain quality records and documentation files.

- Address and resolve case management email inquiries effectively.

- Prepare reports and updates for management and BU Manager.

- Perform additional tasks and responsibilities as assigned by management.

Key Requirements: Education & Experience:

1. Diploma or Bachelor's degree in Business, Logistics, Supply Chain, or a related field.

2. At least 2–3 years of experience in shipping, logistics, or customer service.

3.Experience with port and terminal documentation (e.g., EDI, manifests, DOs) is an advantage.

Skills & Competencies:

1. Strong organizational and documentation skills.

2. High attention to detail and accuracy.

3. Proficient in MS Excel and other Microsoft Office tools.

4. Excellent verbal and written communication skills.

5. Able to work independently and as part of a team.

6. Knowledge of shipping systems such as Maersk, AW, or similar is an advantage.

Working Conditions:

Office-based role in Lae, Papua New Guinea and occasional support for operations in Wewak and Madang if required.

Longer working hours, especially during vessel schedules or reporting periods. Frequent coordination with ports, terminals, and internal departments.

Reports To: Business Unit (BU) Manager of Shipping Department

Application Instructions:

Applicants are to submit documents for the role to [email protected] or [email protected]

Note: Those applications which do not fit above criteria will be ignored.