Export Documentation Specialist Customer Service Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Profile Summary

Qualified for challenges requiring expertise in key account management, relationship building, customer retention and service quality.  Motivated leader and team player with a track record of consistently exceeding expectations, delivering exceptional quality assurance, boosting efficiency and contributing to revenue growth.   Proven success in customer relations and communications. Dedicated leader able to deliver problem solving skills and mentoring abilities.   


Customer service-oriented 

Conflict resolution proficiency

Standards / Procedure Compliance


Dedicated to process improvement

Superior Coordination and Cross Functional Alignment Skills

Strong Verbal and Written Communication Skills

Exceptional Organizational Skills



Export Documentation Specialist, Customer Service, 06/2010 to 02/2014
Hapag-Lloyd America LLCCity, STATE,


Responsible for the execution of export documentation requirements for shipments originating in the US to destinations globally, which include Letter of Credit shipments, commercial invoices, etc.

Knowledge of all foreign countries documentation and customs requirements of ocean shipments

Prepare and audit export documentation for vessel shipments

Process commercial invoice documents by validating data integrity and accuracy
Communicate with appropriate internal/external customers, including trading desks, loading facilities, freight forwarders, brokers, vendors, USDA and customers
Ensure timely processing of export shipments
Create, assemble and present applicable export documentation required per country specific destination in accordance with export laws and regulations
Submit timely document instructions to freight forwarders, independent surveyors and other third party industry providers
Verify sanctioned party screenings prior to release of export documents
Support cross-functional departments involved in international business transactions
Ensure compliance with export laws and regulations
Continue education and ongoing review of industry requirements

Export Booking Coordinator - US Flag, 11/2008 to 06/2010
Hapag-Lloyd America LLCCity, STATE,

Process booking orders received from military customers in accordance with Agency and Shipping Line terms and conditions.

Co-ordinate inland haulage collections and container releases as required with appropriate departments.

Process approvals for hazardous cargo and vessel planners
Process amendments, cancellations and/or rolling of bookings; any subsequent changes to bookings in the booking System; ensuring any changes to transport are notified immediately.
To ensure that the correct freight rates are input in accordance to the relevant service contract/tariff.
Ensure customers are advised regarding all other additional ancillary charges, demurrage and invoiced accordingly.
Produce daily military bookings and forecasts.
Liaise with overseas offices on export customer service issues.
Ensure processes met U.S. and foreign trade regulations and policy changes, updating them when needed
Arrange transportation of firearms, ammunition, vehicles, household goods, ect. for the U.S. Department of Defense (DoD) and USSOCOM
Create or request all documents required for product to be in conformance with country of destination, which includes Bills of Lading, Import Permits, Phytosanitary Certifications
Determine method of shipment and prepared bills of lading, invoices and other shipping documents
Process amendments, cancellations and/or rolling of US Military bookings; any subsequent changes to bookings in the booking System; ensuring any changes to transport are notified immediately.
Ensure that the correct freight rates are input in accordance to the relevant US Military Service contract/tariff.  
Logistics Coordinator, Customer Service, 07/2006 to 11/2008
Hapag-Lloyd America LLCCity, STATE,


Managed logistic operations performed by Hapag-Lloyd involving the transport of freight by rail, road and sea

Reduced freight costs 35% by optimizing backhaul schedules and negotiating carrier rates

Resolved 90% of truck and railcar operations issues at the business unit level (late loads, missed loads, loading time conflicts, appointment scheduling)

Determined most cost effective mode of transportation via truck, rail, feeder vessel or barge. 
Ability to navigate and update marine, terminal and railroad operations websites
Proper handling of specialized shipments to include cross border shipments, freight moving in and out of Free Trade Zones

Maintained operational performance according to set KPIs and budgetary requirements

Navigate all Hapag-Lloyd service contracts, tariffs, and regulatory documents (CFR) to include Hapag-Lloyd proprietary pricing system.

Liaised with US and International governments and regulatory bodies to ensure that compliance and regulatory standards were up to date

Captured and recorded service failures and implementing new improvement processes

Supervised high profile accounts such as Alcoa, US Military, PPG Industries and Eastman Chemical Company

Ensured that Quality and Environmental Management System (QEM) and Sustainability Policy requirements are followed to maintain company's ISO 9001 certification

Import Team Lead, Customer Service, 08/1999 to 06/2006
CP ShipsCity, STATE,


Trained and supervised staff of 12

Signed off on demurrage and detention invoices and resolved freight rate issues

Assisted the regional manager with quarterly KPI and cost savings reports

Maintained an effective and efficient staff through team collaboration and guidance

Successfully delivered shipments with 93.5% on time rate

Evaluated internal procedures and worked with Sales and Logistics to streamline processes and implement new systems

Bachelor of Science: Chemistry, Expected in
University of South Florida - Tampa, FL


2014 Quarterly Award - April 2014 Cost savings for US export shipments to Turkey for a high profile account. Liaison between customer, freight forwarder, Turkey customs agents and port operations to ensure import regulations and newly implemented documentation requirements were met.

2013 Quarterly Award - July 2013 Assisted a high profile military account on shipments to Hamburg, Germany containing small arms and ammunition

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Resume Overview

School Attended
  • University of South Florida
Job Titles Held:
  • Export Documentation Specialist, Customer Service
  • Export Booking Coordinator - US Flag
  • Logistics Coordinator, Customer Service
  • Import Team Lead, Customer Service
  • Bachelor of Science