Procedimento Padrão Preliminar

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Principais Atividades – Coordenação de embarques
PRIMEIRA ETAPA:
Sales fecha o BID com os clientes e em paralelo, solicita o envio das proformas para a origem.
1 – Incluir as referências primárias na planilha de controle
2 – Você acompanhará o envio das proformas pela origem e assim que recebido, checará se as informações estão em acordo com o que foi fechado no BID. (sempre incluir a numeração do processo no título e corpo do e-mail para facilitar o acompanhamento). Em seguida, enviará as proformas para o cliente e solicitará a devolução das mesmas assinadas e carimbadas.
3 – Acompanhar a devolução das proformas e assim que recebidas, devolvê-las para a origem.
SEGUNDA ETAPA:
1 – Realizar o follow-up dos processos, geralmente filtrando por cliente.
- processos ainda na origem, checar se os Bookings foram solicitados, e assim que recebida confirmação de bookings informar os clientes.
 	- Checar se houve alteração/rolagem de bookings, e caso haja notificar os clientes. (Caso seja alguma alteração considerável, solicitar o motivo da rolagem ao agente de carga)
2 - Ao receber os drafts, realizar a análise com base no check-list e e container list fornecido pelo armazém na origem.
- Draft incorreto, devolver pro agente antes de encaminhar ao cliente
- Draft correto, enviar para o cliente realizar uma segunda validação.
- Somente aprovar o draft pro agente mediante a aprovação do cliente
3 – Draft aprovado, informar o agente a instrução de liberação do BL (origem ou destino)
4 – Instrução repassada, acompanhar o envio dos documentos finais (INVOICE/PL/COO/COA)
- Ao receber os documentos finais, analisar com base no check list, e comparar com as informações do BL para não haver divergência.
-Feito a análise prévia, encaminhar documentos finais para o cliente;
- Cliente aprovou o documento, solicitar para a origem que envie a documentação original para o endereço cadastrado, caso não tenha solicitar confirmação do cliente.
- Documentos originais enviados, compartilhar AWB# com o cliente.
TERCEIRA ETAPA
1 - Acompanhar cargas em trânsito:
- Checar se as programações de chegada se mantêm as mesmas.
- Informar os clientes caso haja alguma alteração.
- Checar se os documentos foram enviados.
- Sempre se certificar sobre as condições de pagamento antes de enviar os documentos originais;
- Caso as condições de pagamento sejam na modalidade 20%CIA80%CAD, somente enviar a documentação após o cliente compartilhar o swift dos 80%.
- Acompanhar se as cargas foram entregues e atualizar a planilha.
Comentários adicionais.
Sempre intervir em casos e problemas entre cliente e agente de cargas. Ex: demurrage, cobranças indevidas, avarias de containers, divergência de CE, etc.
A origem irá lhe copiar em todas as tratativas na origem para fins facilitar seu acompanhamento.
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Having a Customer Service like you in Brazil means we will have someone able to speak Portuguese and English in the same time zone which should improve the quality of the service
In the beginning you should be in copy of the messages with customers and about the issues regarding documentation - please add his email when exchanging messages regarding documentation
You should be trained in parallel despite the daily work
.the most indicated people to support you should be Billie in Holland and Sajan in Dubai - Sajan will be back on September 05th due to vacation - maybe Saiful can help in the meantime
I think the main points of this work should be - Billie, Export Team, Sajan, Saiful, please fell free to complement
.when we have a confirmation of firm bid of a customer having and getting the necessary info to issue the proforma - complete name and address and CNPJ
        .if first deal ask the Cartao CNPJ / VAT card
        .pay attention to the entity will issue the proforma depending on the available CL or if not CL for term ask where should be issued
        .if direct importation - customer will be Consignee and Notify
        .if conta e ordem operation through local trading - Consignee/Importer will be the Local Trading and Notify/Buyer will be the Customer
        .some customers have subsidiary and head quarter with same main name but different data and sometimes the CNPJ is not the same
,we need to know if Jonnathas will issue the proformas or if he will just send the proformas received from who issued - normally Sangeeta in Dubai and Billie/Export in Holland
.when receive the proforma check if data are correct, product, quantity, port, price
        .if not ask for review
        .if Ok send to the customer and ask them to stamp and sign the proforma and send back to who issued - sometimes need follow up - ask till they reply to enter into the system
.when 20%CIA/80%CAD in up to two weeks as general guideline the customer should pay 20%CIA - most of time needs follow up
.when 60-90 BL using CL and after getting 20%CIA payment should send Shipping Instruction - some customers do not have this
.should be advisable to have a general SI and fulfill the data of the customer when no SI and organize the SI per customer - SI means how they want and need the docs
.after this point some customers will ask about the booking / shipping details / ETD / ETA - ask this till get it to inform the customers
.send the draft BL to confirm Consignee, Notify, POD and Grade/Description of the Product - it is common the customers ask for others info we do not have yet regarding shipping docs
.some customers do not reply fast - follow up till get their Ok to inform who sent you
.always send the copy docs - BL, CI, PL - to the customers can check and confirm at first - some of them do this through broker
.never send originals to the customers without checking and getting their Ok before
.ask and have the address to send the originals by courier
.sometimes it is the address of the customer - sometimes should be sent to the address to their broker
.pay attention when it is subsidiary and head quarter
.pay attention to do not send docs to wrong address
.pay attention to get the docs Ok before vessel arrival
.collect 80%CAD till vessel arrival and inform me if need help - after vessel arrival it will be my responsibility
.collect customers 60-90 BL close till due date and inform me if need help - after due date it will be my responsibility
.after receiving the originals the customers can inform it is missing something - COA, COO, etc - ask till get it and send them
.sometimes it will be necessary to correct the CE MERCANTE system that was launched wrongly by SL - intermediate till solution
.customers can complain about free detention at destination - was agreed something and then was reduced and they are collecting demurrage - inform origin and intermediate with FFW till solution
.customers can inform the FFW is collecting deposit of guarantee for the empty containers - inform origin and intermediate till they exempt the customer
.customers can inform the SL is collecting washing of containers and/or for some damage of the engine of NOR containers that went turn off - inform origin till try to get a win-win solution   
The process is full of small things and different possibilities depending on the issue but overall the main process and the step and step is the similar
This role is important and maybe reason of unsatisfaction of customer if we do not provide a good service - we need to demonstrate good will and try to help the customers to solve the issues
I think it is all for now - sorry if this e-mail was too long