Company Industry
Wholesale Trade and Import-Export
No. of Employees
VTrust Tower- 7th floor, No. Plot A, Street 169, Phum 12, Sangkat Vealvong, Khan 7 Makara Cambodia.
Job Detail
Type of Employment
Full time
Job Location
Phnom Penh
Job Reference No.
Company Industry
Wholesale Trade and Import-Export
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Customer Service Associate-Documentation Operation

Summary of Position

The core purpose of this role is to ensure accurate and timely documents and file management to meet customers’ needs with a manner that complies with Maersk Core Value and Behaviours.

The incumbent will act as gatekeeper and as the owner of the transport documents and files management on behalf of Maersk’s customers. Also, the associate will be responsible for creating, validating, updating and pouching of shipping documents & customer’s documents. This role will need to closely coordinate with many stakeholders including internal and external such as 1) internal: customer service, program managers, counter team and other operation teams and 2) external: carriers, customer’s brokers and oversea teams as necessary to ensure the best in class service is given to our customers.

Main Duties and Responsibilities

  • Create and send Bill Apply Certificate of Origin, draft Freight Cargo Receipt (FCR)/ House Bill of Lading (HBL) to customer for verifying on time
  • Verify carrier bill of lading in accordance with specific customer’s SOP (Standard Operations Procedure) to ensure correct document for customers
  • Amend FCR/HBL/ Master Bill of Lading (MBL) if required and prepare the final FCR/HBL/MBL for the customers
  • Properly manage the file and ensure the correct version is saved as necessary for the future usage
  • Input Original FCR/HBL reference number in a timely and accurately manner and inform to counter for printing and issuing
  • Closely follow up with vendor for document submission as required by client
  • Ensure document is checked, verified, sort and count accurately before uploading/dispatching to client/ destination to avoid all late and incorrect documents received at destination which associated with bad customer satisfaction or/and cost
  • Timely send DNN (Document Delay Notice) and pre-alert to destination as per client’s requirement
  • Drive closure for any outstanding tasks/issues by involving/communicating with relevant stakeholders to ensure we all aware and know what action to be taken from each function
  • Drive continuous improvement in terms of customer satisfaction, employee engagement, process and performance to increase service delivery standard of document operation
  • Willing to learn and do task which is assigned by a leader or members


  • Service delivery – quality & response aligned with agreed client SLAs
  • Cross-Sell /Up-selling leads generated
  • Process improvement initiative (collaboration)

Minimum Educational Level Required

Bachelor's Degree

Languages Required


Other Requirements

Operational Efficiency & Customer Service Experience

  • Fresh graduate of Bachelor’s degree level education in Business or other relevant discipline, in parallel with education or between degrees
  • Alignment with our values
  • Track record of success in a high paced environment
  • Ambition and drive to excel together with others
  • An international mind-set and inclusive behaviour
  • Ardent desire to pursue a long-term career in transport and logistics
  • International mobility and willingness to travel
  • An excellent command of spoken and written English
  • Good computer literacy especially Microsoft Excel and PowerPoint

Relationship Management

  • Customer-facing and interaction skills with high-level of customer orientation
  • Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
  • Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
  • Good influencing skills

Passion for Customer Service

  • Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition
  • Well-organized when working under pressure
  • Proactive and exhibits excellent problem-solving capabilities

Core Competencies:

  • People oriented that always take care about people who generate the result to company
  • Process and result oriented mind-set
  • Excellent communication skills with proactive mind-set
  • Well collaboration with stakeholders
  • Positive mind-set and friendly people
  • Customer oriented

Application Deadline

This employer is still looking for candidates. Send your application now.

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Any enquiries? Call us : 023 22 44 22