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CHAPTER 2. STUDY ON CUSTOMER SERVICE FOR EXPORT SHIPMENTS AT SUN NORTH VN JSC

CHAPTER 2. STUDY ON CUSTOMER SERVICE FOR EXPORT SHIPMENTS AT SUN NORTH VN JSC

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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)



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Involved

document

BC,

Release

order,

Container

packing

list.



Container

packing

list



Packing

list



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



4



5



6



7



Road

• Container returned to container yard where

transportation

is showed on the Booking Confirmation

company

• In this step document staffs must pay lift off

fee

Step 5, 6,7 for customers use customs clearance service.

Document

Prepare some necessary documents for customs

staffs

clearance procedure such as: Certificate of

Origin, Contract of sales between buyer and

seller, Commercial Invoice, B/L, Packing List

(Appendix 5).

Document

After that, based on those documents, staffs use

staffs

electronic customs declaration software

(ECUS5-VNACCS - Figure 4) to fill in

following information: quantity of packages,

gross weight, container number, seal number,

return container place, name of feeder and

mother vessel, time departure, port of

destination, information in commercial invoice

and sale contract.

If successful, customs network automatically

reports the file number, Customs Declaration

number and selectivity of goods (green flow,

yellow flow and red flow)

Document

Carry out procedures at the customs office. At

staffs

this step, according the flow of declaration to

do the corresponding work.

Green flow: Print the declaration on the

software, bring to the customs office to

complete the procedure.

• Yellow flow: Customs officers will check

the file including the following documents:

document in step 5, International Freight

Invoice, Specialized Inspection Certificate.

The customs officers looked at the records,

found the unclear, unreasonable details, and

questioned. Document staffs must explain,

and provide additional documentation if

needed. If appropriate, customs officer will

clear the goods.

• Red flow: First, customs officers check the

documents same as yellow flow. Next, they

inspect directly cargoes inside the container

or use scanner machine to check. If there is

no problem , customs officer will allow to

clear the goods.





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BC



All the

documents

mentioned

Contract of

sales,

Commerci

al Invoice,

B/L,

Packing

List,

Certificate

of Origin



Customs

declaration,

Registration

for

specialized

inspection,

Contract of

sales,

Commercia

l Invoice,

B/L,

Packing

List,

Certificate

of Origin



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



8



Port workers,

Document

staffs



After finishing customs clearance, container

will be loaded on the vessel at cargo cut-off

time (show on BC) and start to voyage

It has two kinds of voyages: direct voyage and

transit voyage. Direct voyage is just having

only one vessel carrying container to port of

destination. Transit voyage is more than one

vessel carrying containers.

To manage the status of cargo, staff of company

can go on the shipping line website and check

“cargo tracking”.

(Source: Collected by author)



Figure 4: Software ECUS5-VNACCS for customs declaration.

(Source: Screenshot from the company employee's computer)



2.3. Other activities for export shipment in Sun North V.N

2.3.1. Collecting and issuing Bill of Lading:

The document staffs will ask the customer to send the information, which is

called Shipping Instruction. Shipping Instruction contains the information that the

customer wants to present on the B/L, such as the name of the consignor, the

consignee, the description of the goods, the number of goods (number of bales, total

weight, total volume).



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





Collect Master Bill of Lading (Appendix 6): When customers want company



to get the MBL from shipping lines, document staffs submit Shipping

Instruction to Shipping lines. Then, they will send back B/L to forwarder.

After that, forwarder send that B/L to the customers

• Issue House Bill of Lading (Appendix 7): During transportation, the

consignee requires the shipper to modify some information on the bill of

lading to match the shipping line’s requirements.

For example: Consignee importing goods in ICD Puducherry, India requires

the shipper to note the place of delivery in ICD Puducherry for customs

clearance, but the problem is shipping line does not allow to show the name

ICD on the Master Bill of Lading. At that time, the forwarder will contact to

another agency that is in Indian and let them use a trucking service to

transport cargoes to ICD Puducherry. House Bill shows Port of Discharge:

Chennai port; and Place of Delivery: ICD Puducherry. And HBL shows CY Door: ICD Puducherry, MBL only shows CY - CY: Haiphong - Chennai.

Those are valid documents.

In this case, the company have to create Shipping Instruction

(Appendix 8) and send it to shipping line in exchange for MBL. After

receiving Master B/L, forwarder will make House B/L under the name of

Sun North V.N (MBL and HBL must ensure that the information of the goods

is the same) and sent to customers.

After supply B/L to customers, when they want to revise or add details on the

bill like cargo information, consignee address… (in the deadline of revising bill)

document employees will request amends to shipping line.

2.2.2. Provide some special documents

In addition to being responsible for issuing or helping to get bills of lading,

the company also supports the shipper with special requirements such as: free

detention charge at the container freight station, certification of ship age or the flag

of the carrier, the hanging for the container carrying the garment, the declaration of

customs information on the port of destination requirements

2.2.3. Make payments between parties





After the customer confirms the bill of lading, the document staff will

confirm the shipping line and ask them to send an invoice. The invoice is

matched with quotes made by sale staffs for accuracy



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





At the same time, based on the quote that the sale staffs send, the document



staffs use the FAST software to create a Debit note that consist the maritime

charges and fees.

• Next, document staffs send Debit note to the customers to require for

payment.

• After the customer confirms the Debit note, the document staffs inform the

accountant staff to issue an invoice for payment. That invoice is scanned and

saved in PDF format to send to the customers. Customers who perform the

payment can go directly to the company to get the invoice or request the

company to send invoices through express delivery service.

2.2.4. Customer service when problems encountered during the trip.





In the case of transit voyage, containers of customers are subject to roll. It



means that when the mother vessel come into the port of transit, it is not

enough space to load cargoes on. So goods will be stay at the port in a few

days in order to wait other mother vessel pick it up. When this happens, the

shipping company will send the company a notice such as "notice miss

connection" or "change mother vessel". At that time, document staffs have

the task of negotiating with the shipping company if they can get the goods

on board, if not staffs have to notice to customers about that.

• To ensure the loss or accident during the trip, the company will purchase

insurance for the shipment. The customer sends the “commercial invoice” of

the goods to the company. Then the company will forward the document to

the insurance company so that they can provide price of insurance for the

shipment.



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



CHAPTER 3. EVALUATIONS OF CUSTOMER SERVICE

FOR EXPORTED SHIPMENT AT SUN NORTH VN JSC

3.1. Strengths

Over 14 years of development, SUN NORTH V.N has created its own strengths,

such as:

Well-trained and professional personnel





Professional working style and experienced staffs who understand the



process of working. The company has employees who have worked 8 to

10 years in the logistic major, thus the problems with customer service

are always resolved quickly. In addition, they also spend time training

and sharing experiences for new employees. This makes employees to

unite together and create a strong company.

• Employees in the enterprise have a sense of responsibility, always

dedicated to work.

• The staffs of all department especially the document department always

put a lot of efforts into supporting, taking care to customers, so they

always believe the service of the company.

Scale of company





SUN NORTH V.N have built a reputation in the market and have had a



stable and long-term business relationship with a number of partners.

This creates the main source of revenue for the company.

• With the attention to feedback of customers, the company has adjusted

and gradually changed to meet the increasingly strict requirements of

customers.

• Always receive financial support, problem-solving methods from the

parent company. Thus, company has strong financial resources to meet

the needs of business expansion.

Technology application





In general, due to the presence and coordination of all the departments

together with the help of some software that support staff fill information

and figure, the export goods process that the company is applying has met

the demands and requirements of customers. Normally, the essential

documents are always prepared one or two days before the ship arrives.

The company also makes payments to the shipping line quite quickly,



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



which ensures that the official bill of lading can be obtained whenever the

customer wants.



3.2. Weakness

Human resource





The company's staffs are more professional when dealing with FCL



cargoes than providing services to LCL cargoes. Thus, during the

working process of LCL cargoes, it may have some mistakes related to

document, information on the B/L or in customs clearance procedures.

• Human resources are not intensively trained to improve their skills. They

usually attend only short training sessions. Some have difficulty working

with foreign partners because of not good English skills

Cost and promotion activities





For some shipping lines, the company has not been able to successfully



negotiate low freight. Therefore, when goods are shipped through this

shipping lines, the enterprises will not be able to take charge of the

freight they will provide to the customers, thus causing revenue to be

affected. This affect to customers’ satisfaction as well.

• There is no specialized department to carry out trade promotion activities

and market research so these activities’ results are still simple and not

effective.



3.3. Opportunities





The development and economic integration of the country and global trade



have brought new market wide and the demand for transportation is

increasing. This is a chance for SUN NORTH V.N as well as other shipping

companies to expand their business and achieve greater returns.

• Investors as well as foreign customers are increasingly paying attention to

the Vietnamese market. So opportunity of having the contracts of sale with

foreign companies is higher.



3.4. Challenges





For the above opportunities, not only SUN NORTH V.N but also all the other

transportation enterprises can grasp, so the company must face intense

competition. SUN NORTH V.N need have a solid development strategy to

take advantage in the market.



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CHAPTER 2. STUDY ON CUSTOMER SERVICE FOR EXPORT SHIPMENTS AT SUN NORTH VN JSC

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