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CHAPTER 1. INTRODUCTION OF SUN NORTH VN TRANSPORT JOIN STOCK COMPANY

CHAPTER 1. INTRODUCTION OF SUN NORTH VN TRANSPORT JOIN STOCK COMPANY

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Study on customer service for exported shipment at SUN North VN Transport JSC



English name: Sun North V.N Join Stock Company

Abbreviation: Sun North V.N

Head office: R.813, TD Business Centre, Lot 20A Le Hong Phong Str., Dong

Khe Ward, Ngo Quyen District, Hai Phong City, Viet Nam.

Phone: 02253.746.147

Fax: 02253.746.139

Email: Haiphong@suntransco.com

Website: http://sunvnlogistics.com/



1.2. Organizational structure

Owing to the small scale and the employees’ quantity of the company,

management structure is organized for functional structure. An organization is

divided based on functional departments such as: Sale and marketing, export,

import, etc

REPRESENTATION

OFFICE AT HANOI



SUN NORTH V.N



DIRECTOR



MARKETING

ACCOUNTING



DOCUMENTS



DEPT. DEPT.



DEPT.



CUSTOMER

SERVICE

TEAM



LOGISTICS

TEAM



BOOKING

TEAM



PRICING

TEAM FOR

DOMESTIC

ROUTING



DOCUMENTS

TEAM



PRICING TEAM

FOR

INTERNATIONAL

ROUTING



Figure 2: Organization chart of Sun North V.N

(Source: Collected by author)

Đỗ Đức Toàn – GMA06



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Study on customer service for exported shipment at SUN North VN Transport JSC



1.2.1 Director

The name of director is Cao Hương Giang - the person who directly manages

the activities of the departments, decides the internal and external activities of the

company. Internal activities include employment, compensation and benefits for

employees, work plans for departments, etc. External activities include in

negotiating contracts for service provision and business partners.

1.2.2 Sale and Marketing department.

Sale and Marketing department have 12 people are divide into 3 teams:

Pricing for domestic routing, Pricing for international routing and Logistic team.

The main activities of the sales and marketing department include:









Negotiating with shipping lines to develop freight policy.

Updated shipping charges and schedules from shipping lines.

Maintaining relationships with traditional customers, finding and









persuading new customers to use the services of the company.

Discuss and unify the price of services for each shipment with customers.

Combined with the document department to ensure the whole process

goes smoothly.



1.2.3 Import and export document department

Import-export document department have 7 people and I am in this

department for the internship. This department is divide into 3 team: Customer

service team, Booking team and Document team. These teams are responsible for:

Customer team

• Answering, explaining customer's questions about issues related to





voyage schedule, service ....

Coordinate to resolve problems arising in the process of cargo handling







such as Free time, Demurrage, Detention, etc. (if any).

Support customers about customs’ issues: customer clearance service,



guide customers to declare customs declaration, making customs

procedure with shipping line. (notice to shipping lines that cargoes are

clearance)

Booking team

• Coordinate with the sales and marketing department, exchange

information with customers and shipping lines to ensure the necessary

documents for each voyage is always favorable.

• Coordinate with finance and accounting department to ensure the debt to

customers, shipping lines and agents are always calculated accurately.

Đỗ Đức Toàn – GMA06



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Study on customer service for exported shipment at SUN North VN Transport JSC



Make booking reservation for the shipments

Supervise consolidation process in the warehouse for LCL

Document team

• Open, transmit customs declarations and customs clearance to customers







for export goods if have request

• Receiving, inspecting and requesting the loading ports to revise import





declaration forms if necessary

Carrying out customs requirements such as inspection, quarantine….



1.2.4 Accountant department

The accounting department is responsible for the following activities:





Statistics on the company's performance to assist the director in making









financial decisions.

Track and manage assets, capital of the company.

Check the validity of the debt document between the company and



customers, shipping lines and agents and make payment or receive

payment.

• Payment of wages, allowances and insurance fee for employees of the

company.

• Pay taxes to the state budget.



1.3 Business activities

After 14 years of stable development operation, Sun North VN mainly

operates in the field of logistics services for import/ export by seaway, airway and

deal with accident during the shipment.

The company can provide comprehensive supply chain and logistics solutions

to its customers. Using the service from the company, customers will benefit from

reduced shipping time, cost efficient budgeting, optimized full load, reliable

delivery and personalized service. Related information to air freight, shipping and

customs procedures are continuously updated company to customers. As the same

time, the requirements or questions of the customer will be answered with quick and

clear answers, especially with urgent requirements.

1.3.1. About logistics services for sea transport

The company provides maritime logistics services for both export and

import. With its global network of agencies, the Sun North V.N is able to provide its

customers from a small part of the import and export process to the perfect door-todoor service. Specifically, the company provides:

Đỗ Đức Toàn – GMA06



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Study on customer service for exported shipment at SUN North VN Transport JSC





Service FCL, LCL and Door to Door consolidation worldwide for both



export and import: from Hai Phong, Ho Chi Minh and Da Nang to all main

ports of East Coast and West Coast in America and all main ports in

Canada, Indian as well.

• Im-export clearance services, CFS services, warehouse services.

• Road transportation service

• Reserve the space on mother vessel and remain competitive rate during the

peak season

1.3.2. About logistics services for air transport

The company has a representative office in Ha Noi that is expert at air

services, it makes im-export service through Noi Bai Airport. The company ships

cargoes by air through close monitoring of schedules and links with airline systems

around the world to ensure smooth and fast shipping. Logistics services for air

freight include:













Collection and distribution services for both import and export

Document service

Customs declaration

Inland transport

Warehousing and distribution



1.4 Business results

According to the accounting department of the company, the basic indicators

of production and business of the company in the period 2015-2017 as follows:



Figure 3: Business result of Sun North V.N company

(Source: Accounting Department)

Generally, the company's basic production targets in 2017 are higher than

those of the years 2015 and 2016, especially the profit target increase faster than the

target of revenue and expenses. This shows that the company is operating well, and

has practical solutions to reduce operating costs while revenue is improved and

keeping the company's operations stability.



Đỗ Đức Toàn – GMA06



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Study on customer service for exported shipment at SUN North VN Transport JSC



CHAPTER 2. STUDY ON CUSTOMER SERVICE FOR

EXPORT SHIPMENTS AT SUN NORTH VN JSC

2.1. Booking reservation service for the shipment

Book reservation is a main step in process of sale service and also is one of

the main tasks of Document department which I have learnt and practiced in this

internship. 4 steps below are from receiving customers’ information to performing

book free space for the cargo on the ship.



Table 1 : Steps in booking reservation process.

Performer

1



Sale staffs



2



Document

staff



3



Shipping line



Đỗ Đức Toàn – GMA06



Task



Involved

document

Work order



After having customer requirements, sales

employees make a Work order (Appendix 1)

to declare the shipment information and

forward it to accountants and document

department. The information on the Work

order is as follows:

- Name of shipping line.

- Name of consignee, consignor.

- Port of departure, port of arrival,

departure time, arrival time.

- Term of payment and information in

quotation: revenue, cost.

• This step so as to informs the accounting

staffs about price so that they can make plan

to collect money from customers.

• When receiving Work order, document

department base on that information to book

free space on the board for cargoes

After receiving Work order, document staffs go Work order

on the website of shipping line to conduct

booking on the internet.

Confirm the booking by returning the Booking

BC

Confirmation (BC) (Appendix 2) containing the

basic information such as vessel schedules

including arrival vessel date, cut-off time,

loading port, departure time of loading port,

time of shipment, discharging port.

(Source: Collected by author)





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Study on customer service for exported shipment at SUN North VN Transport JSC



2.2 Preparation service for exported cargo

When booking reservation through internet is complete, the steps in below table are

from taking empty containers to those containers are loaded on the vessel. In detail,

the process can be described briefly as follow:





Step 1- 4: empty containers are carried to the warehouse for stuffing cargoes



and are brought to the container yard for loading on the ship.

 Step 5 – 7: Customs clearance procedure for export goods.

 Step 8: Tracking the containers schedule and instant problems in order to

inform the customers



Table 2: Steps to prepare for exported cargo

Performer

1



2



3



Document

staff



Task



Bring BC to container terminal or carrier’s

office (depend on shipping line) to get,

empty containers and seals.

• In some cases, BC cannot be used to

exchange empty containers, document staffs

have to bring BC to shipping line office and

exchange Release order (Appendix 4) that

use to exchange empty containers at CY in

terminal.

• In this step document staffs must pay the fee

of lifting container

Document

• Carry empty containers to the warehouse

staffs, Road

where customers containerize goods.

transportation

However, in some cases, customers can

company,

carry their cargoes to CY to containerize.

Stevedoring • When the empty containers at the

workers

warehouse, warehouse staffs look at

container packing list to understand kind

and quantity of goods to arrange workers

and equipment for containerize efficiently.

• Packing list (Appendix 3) show the quantity

of package, description of products, weight,

remark.

Document

After stuffing complete, container has been

staff, customs count and seal. To seal the container, it has two

officer

kinds of seals: one is issued by shipping line,

one is issued by customs. (During the process

of containerizing, there is a customs officer

who supervise to ensure there is not forbidden

goods in the container)



Đỗ Đức Toàn – GMA06







Page 15



Involved

document

BC,

Release

order,

Container

packing

list.



Container

packing

list



Packing

list



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