This role is primarily responsible for managing as well as executing documentation for clients. This is a player\-coach role and reports to the Customer Service Manager. The standard hours are Monday through Friday from 8:30am to 5:30pm. Due to the deadline\-oriented nature of the role, extra hours may be required to ensure client satisfaction. **Description:** To plan and prioritize daily/weekly routines of Documentation Team Monitor key metrics to ensure department success. (Quality/Timely production of BL; Accuracy of invoice; Quality/Timely Manifest) Monitor e\-mail boxes to ensure completion of Service Requests within 2hs Constant support to Documentation Team including involvement daily routines Back\-up of the Team during bottle\-necks situations Promote Customer Focus Verifying that the CSRs are following to the defined guidelines \& policies. Ensure that all members understand the team’s objectives, work together to achieve it and meet their personal and team targets. Responsibility for proper management of the team, the team's personnel. The team manager will be responsible for employee retention, the CSRs working environment \& will support with any issues their employees may have by providing leadership \& personal support. **Responsibilities:** Responsible for the customers' service experience and satisfaction level Responsible for full completion of customers' queries by their team Serve as the business expert for their team. Monitor and improve their team’s performance, effectiveness \& productivity by using internal tools. Monitor and improve their team’s availability \& service level by using internal tools. Promote the team targets \& represent the team's needs at the country level. Responsible for employee satisfaction \& Employee retention Consistently improve the knowledge and professionalism of their team Meet personal and team targets. Requirements: Bachelor's degree in Merchant Marine Trade, Law Career, Process Specialist, Business Administration or related fields 5\-year experience in shipping documentation Leadership experience required High attention to detail. Strong organizational skills with the ability to prioritize task to ensure that deadlines are met. Outstanding communication and interpersonal skills, especially when delivering information to customers and team members. Proactive approach Positive, patient \& assertive Ability to lead, manage, motivate and inspire team members Knowledge of performance evaluation and customer service metrics Good computer software skill (EXCEL, WORD) Fluent English – reading and writing Function: Countries \& Business Development