Responsibilities

- Serve as the primary point of contact for customers to handle contracts
- Give shipping documentation support, ensuring accurate and timely issuance of shipping documents while maintaining high standards of customer service
- Download and treat daily booking requests, to be sent to customers within the next period
- Handle all customers’ demands to ensure all requests are promptly attended
- Ensure routes, weight, POL/PODs, commodities, temperature and all other info are accurate on PIL system
- Maintain good communication with other teams like Documentation and Sales Teams
- Handle booking amendments and maintenance
- File customers’ particularities to ensure consistency on PIL service
- Follow up bookings from regular/BID customers, to ensure they are coming within the expected timeframe
- Phone Attendance proving excellent customer experience
- Assist customer with problem solving
- Liaise with internal departments to resolve customer grievances
- Ensure adherence to Pocket PIL, selling this tool to customers to migrate the volume from other platforms
- Shipping instruction processing, submitting customs manifest and ensuring we comply with all local customs regulations
- Control and issuance of import and export invoices (local charges, demurrage, detention, freight, port charges and extra charges)
- Control and release delivery orders
- Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy
- Provide timely updates on shipment status and documentation readiness




- Handle complaints and elevate unresolved issues to the appropriate department
- Assist customers in understanding billing details and resolving discrepancies
- Coordinate with internal departments to ensure smooth documentation flow and customer satisfaction

Requirements

- Bachelor’s degree in business, Logistics, or related field
- Experience in customer service within the shipping or logistics industry
- Experience in sea shipping documentation in the shipping and logistics sector
- Proficiency in MS Office and CRM software
- Knowledge of import/export processes, documentation, and invoicing
- English level: preferably B1, B2, or higher level in Speaking, Listening & Reading
- Must be fluent in Spanish; intermediate English (needs to read/write effectively)
- Organized, able to follow regulations and procedures in a strictly regulated environment
- Strong communication, negotiation, and interpersonal skills
- Strong organizational and problem‑solving skills
- Customer‑oriented mindset with problem‑solving abilities
- Discretion and professionalism in handling sensitive information
- Team spirit and adaptability

Hard Skills

- Shipping Documentation
- Invoicing
- Customs Manifest Submission
- Booking Management
- Problem Solving
- Regulatory Compliance
- Documentation Flow Coordination
- Customer Inquiry Response
- Delivery Order Control
- Shipping Instruction Processing

Soft Skills

- Strong Communication Skills
- Negotiation Skills
- Interpersonal Skills
- Organizational Skills
- Team Spirit

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📌 Customer Service, Documentation Specialist (Bogotá)
🏢 Jobtailor
📍 Bogotá