EXPORT DEPARTMENT

CUSTOMER SERVICE
CS team is a part of export department, in charge of take
care customers and contact with other departments to
solve all customer’s requirements
 MAIN DUTY
1. Make Booking / Revise booking
2. Take care customers and follow shipment
3. Make schedule and notice
4. Make Bill / Revise bill
5. Release cargo
6. Slot control &Making Report
1. Make-revise booking
⮚ Contact with customers to receive information for export
booking: booking party, shipper, volume, commodity,
POD/DEL, ETD , special requirement…
⮚ Check with CS manager for space (if any), check with EQC
for MT container available (if needed) or R/U accepted,
check with HO for special cargo accepted ( DG, OOG, return
cargo…)
⮚ Input all related information in system to issue booking and
send to customer via email.
⮚ Booking sent to customer must have full information about
vessel name, voyage, ETD, POT/POD, CY cut off, pick up and
return place and other importance information of shipment
BOOKING FORM
2. Take care customers and follow shipment
⮚ Revise booking as requirement of customer (volume, POD, ETD,
cancel booking…)
⮚ In case change vessel name, change rotation, vessel schedule, skip
port, change terminal…: CS must sent notice to customer, find
back up plan and re-sent new booking
⮚ Check space for transit cargo daily (via transit daily report), If have
any change 2nd vessel, must contact with POT to find back up plan
and inform customer timely
⮚ Contact with POD and related departments to support all customer’s
requirement, solve the occurred matters
⮚ After vessel department: check final loading, inform customer if have
any short-shipped containers, find solution to load on next voyage
⮚ Follow/support and update all related information to customer
timely until cargo arrived port of discharge (such as COD..)
3.Make schedule and notice
⮚ Get general schedule from Head Office then make schedule
for HPH port and sent to customers. Updated timely if have
any change.
⮚ Make daily movement for vessel information ( ETD/ATD
each port/delay/ reason..) and sent to all VIP customers
⮚ Sent notice about vessel/weather situation… and all other
related importance information to customers and other
department
⮚ Prepare and sent all kind of announcement to customers
(holiday/ charge adjustment/ new policy of company/ other
port/ local customs...)
5. Make – revise bill
⮚ Received SI from booking party. Re-check with Base
information in system (which had been created by BKG staff
when issue booking). If have any mismatch, DOCS will
inform BKG/ customer to re-check.
⮚ Sent draft bill to shipper for checking and confirmation
⮚ Revise bill as shipper’s request. If bill revised after manifest
submitted to PODs already, have to re-check with PODs
about amend fee. After received confirmation from shipper
about amend fee, will revised bill in system and re-sent bill
to shipper for checking and confirm. Then sent correction
advice to PODs
⮚ Arrange to combined or split bill as shipper’s requirement.
Arrange to Switch bill at 3rd country as customer request.
BILL OF LADING FORM
6. Release cargo
⮚ If customer have credit contract :
• and also LOI for Long term SWB 🡺 issue SWB at the time of
making bill
• but don’t have LOI for🡺 release cargo when received customer’s
request
⮚ If it is normal customers: release cargo after received money
confirmation from cashier. In case don’t receive money, must get
the confirmation from higher level to release
⮚ Release cargo by issuing SWB/SRD or original bill to customer
and remark release in system.
⮚ For Original bill: have to print by Blank bill form , then release
to customer at counter. Or sent bill’s information to HAN/ HCM
to print and release to customer as their request.
⮚ Input bill number/serial in excel file to re-check/control
7.Slot control &Making Report

⮚ Responsible for controlling and allocating space on the

company's service lines based on the allocation HO gave.
⮚ Regularly contacting HO and related ports, also discussing
with Sale team to find solution for the purpose of optimizing
the quantity of exported cargoes
⮚ Arrange space for 2nd vessel for cargo transit via Haiphong
⮚ Responsible for synthesizing, statistics and making
daily/weekly/monthly reports as required by Head Office
and Marketing Director.
 OUTBOUND
Communicate with overseas agents regarding to export documentation
matters: Manifest & Charges.
Cooperate with relevant parties for arranging export & transshipped
cargos of each vessel sailing out from Haiphong successfully.
MAIN DUTY
• MAKE EXPORT LIST
• SEND MANIFEST & RELATED DOCUMENTS TO POD
• CALCULATE CHARGE AND MAKE DEBIT NOTE TO ISSUE
INVOICE
• CONTROL DEMURRAGE/DETENTION CHARGE OF EXPORT
CARGO
MAKE EXPORT LIST

EQC OB EQC OB OPS

Step 1: Received export list from EQC department

Step 2: OB re-check and update missing data (base on SI of customers)
Base on list OB updated, CS contact with customer and pushing them to
submit missing information .
Step 3: Base on list OB sent, EQC update depot/missing container and
re-check all related information such as container number/POT/POD
base on depot/terminal’s report.
Step 4: OB continuous check, update adjustment information if any and
sent final list to OPS .
SEND MANIFEST & RELATED DOCUMENTS
A. Before vessel departure:
⮚ OB sent MNF to Japan/China latest 24h before ETD.
⮚ Complete all bills of vessel and sent Draft E-MNF to Shipping Agent
department.
⮚ Prepare all special documentation to submit such as:
⮚ DG form, Reefer list, OOG,….
B. After vessel departure:
⮚ After received Loading confirm (Final loading) from OPS, have to
compare with loading list to find out any short-shipped container. CS
must change vessel or cancel for these booking.
⮚ Make Bill for empty container (one POD have one MT bill)
⮚ Send final E-MNF to shipping agent department. They will submit to
local customs latest 24h after ETD.
⮚ Send Manifest with related list (RF/DG...) /related docs ( MSDS/DPC..)
& Charges to each POD via system and email.
3. CALCULATE CHARGE AND MAKE DEBIT NOTE TO ISSUE
INVOICE

⚫ After vessel departure, OB have to calculate charge for all

shipments then sent Foblist to Sales Team to check and inform if
any pending charges.
⚫ Set voyage rate & Create debit note for each vessel and sent to
Cashier to issue invoices.
⚫ Make adjustment and re-calculate charge as sale’s requirement.
⚫ Send Freight list and surcharge list to POD by system and email.
Notice them if have any shipment which still pending charge,
then follow and sent information to POD after sale done.
4.CONTROL DEMURRAGE/DETENTION CHARGE OF
EXPORT CARGO
⚫Received container movement from EQC department,
then calculate DEM/DET charge for each shipment if
any and sent to SALE & CS team to inform customer.
⚫Make Monthly report to EQC to sum up .
INBOUND DEPARTMENT
 Structure
INBOUND MANAGER

EQC Supervisor

DOCUMENTATION Team
EQC & EQC repair Team COUNTER Team CUSTOMER SERVICES Team
DOCUMENTATION
 MAIN TASKS
⚫ To vessels: Coordinating with the
relevant parties to prepare all necessary
documents for berthing smoothly
⚫ To customers: Carefully following jobs
till Clients pick up cargo successfully
⚫ Handling other jobs according to
manager’s requests, supporting
Agencies and sections to solve the
pending problems
 GENERAL PROCESS
CHECKING
FOBLIST &
GENERATING
DEBIT NOTE

(3)
GETTING MAKING PRINTING D/O+
SENDING
DATA FROM DISCHARGE DEBIT NOTE &
ARRIVAL
POL & LIST & COMBINING
NOTICE &
CHECKING SUBMITING INTO A FULL
DEBIT
INFORMATIO MNF ON VNSW SETS
NOTE 
N (1) 
(5) (6)
(4)

ASSIGNING COORDIATING
ON VNSW  WITH RELEVANT
PARTIES TO
(2) SOLVE PENDING
PROBLEM

(7)
 JOBS BEFORE VESSEL’S ARRIVAL
Checking information after getting Manifest (MNF) from
POL:
1. Checking movement schedule to contact with all Agencies to get
documents: MNF, Surcharge and Fob list, MSDS, DG form..
before at least 2 days of ETA, except some ports nearby:
NANSHA, SHEKOU, QINGZHOU, HONGKONG…
2. Generally checking information on Manifest: Total of BLS,
total of conts, special cargos…
 JOBS BEFORE VESSEL’S ARRIVAL
Assign on VNSW:
1. Before ETA about 1.5 or 2 days, finding forwarder’s ID to
assign on Viet Nam National Single Window (VNSW)
2. To new CNEE, contact with POL to get contact way first.
Assign on VNSW
 JOBS BEFORE VESSEL’S ARRIVAL
Checking charge & Create Debit note:
1. Calculating freight & charges
2. Finding CNEE’ code and inputting them in MIS one by one
3. Exporting fob list and checking rate with Agreements
4. Comparing with POL’s surcharge and fob list sent by mails
5. Sending Fob list to EQC Team to remark for Repairing charge
6. Generating Debit note and transferring data to The accounting
department
GENERATE DEBIT NOTE
 JOBS BEFORE VESSEL’S ARRIVAL.
Sending Arrival Notice (A/N)
1. After receiving The working plan from shipping Agent
Dept, sending A/N + DEBIT NOTE to CNEE by Active Fax
System and make sure that all A/N(s) were sent
successfully.
2. Requesting POL about CNEE’s Contacting way for the
pending A/N and re-send
3. Sending A/N requires: Super Speed, high concentration
and absolutely accuracy.
SEND ARRIVAL NOTICE
 JOBS BEFORE VESSEL’S ARRIVAL.
Making Discharge list
1. Exporting Discharge List from MIS, check & comparing all
information (container no, seal no, special cargos, container type..)
with the List from OPS Dept.
2. Making MMF & LIST for T/S cargo
3. Making list for Remain on Board cargo if any (ROB list)
4. Sending Discharge List and MNF, T/S list, T/S MNF, ROB list, MSDS,
DG form,… to relevant parties.
 JOBS BEFORE VESSEL’S ARRIVAL.
Submitting Manifest (MNF):
1. Before Customs Deadline, exporting EDI, checking
EDI errors, switch BL.. and submitting on VNSW
2. After submitting MNF but before deadline, carefully
follow mails, specially POL’s corrections in order to
re-submit MNF in time to avoid customs penalty.
SUBMIT MNF
 JOBS BEFORE VESSEL’S ARRIVAL
1. Printing D/O + Debit note and combine into complete
sets.
2. Remark on D/O for special cases (RECC=0, Free all, old
RECC, old THC, old CIC,…) and transfer Counter Team
 JOBS AFTER VESSEL ARRIVAL

1. Supporting and coordinating with CUS Team, Counter Team to solve any of pending
and current problems arising.
2. Coordinating with Commerce Dept to solve the shipments pending Agreement,
wrong Agreement, inactive Agreement, missing charge, missing CNEE code,..
3. Cooperating with Accounting Dept (ACC) to solve Debit & invoice problems: Cancel
invoice for freight adjustments from POL, separate Debit note for O/F,..
4. Making MNF correction according to POL’s request, customers’ request
5. Re-sending the 2nd A/N & 3rd A/N and call CNEE in case vessel berthed in Haiphong
2-3 weeks but CNEE hasn’t picked up cargo
6. Carrying out some tasks according to Manager’s request: Coordinating with ACC
Dept to make payment for Applying new Agreement charge, Making Weekly
Inbound Report,…
COUNTER
RELEASE D/O PROCESS
• Checking document the customer provide: Bill of
lading, Letter of introduction, Personal Identify
STEP1 card( copy)

• Cheking Surrender notice and Realese D/O on System

• Checking Email to know if have any information from
STEP2 POL or not

• Issue a Debit note to customer for making payment

• Issue D/O and Create Deposit Slip to customer with
STEP3 agent stampted
 Quy trình lấy lệnh giấy

Ngân hàng cung cấp phiếu

Khách hàng cung cấp:
- Giấy giới thiệu
- A/N
- B/L gốc hoặc B/L copy
- Giấy Ủy quyền (nếu có)
(2)
- CMND (Thẻ căn cước)
photo
- Điện giao hàng trong hệ
thống & email
- Bão lãnh ngân hàng
Đóng tiền mặt nộp tiền mặt và xác nhận “Đã
Phát DEBIT NOTE + 1 D/O Thu Tiền”
để khách kí tên
(4)
(3)
Xuất DEBIT cho phí lưu cont Khách hàng trình: phiếu xác nhận
(DEM) (nếu có) thu tiền của ngần hàng, DEBIIT
NOTE ghi Thông tin lên hóa đơn,
D/O đã kí tên.
Kiểm tra tiền cược (nếu có), Chuyển khoản Nếu chuyển khoản DEBIT ghi
làm phiếu cuọc ngày chuyển khoản +số tiền.

(5)
(1) Kiểm tra
BỘ PHẬN KẾ TOÁN

BỘ PHẬN PHÁT LỆNH

(6)

(8) (7)
Kiểm tra thanh toán 🡪 xác nhận
lên D/O khách đã kí tên
Phát 2 D/O + Phiếu cược cho
khách hàng (correction tên
bên nhận ủy quyền nếu có)
CUSTOMER SERVICES
 MAIN TASKS
⚫ Daily email transactions with the customers: sending import local
charge/OF debit note to customer and Cashier, checking cargo
status/ freetime, receive feedback or raising matter relating to
inbound sector from the client to handle
⚫ Creating Dem debit note and transfer to accounting for issuing
invoice
⚫ Overseeing longstay container at port, outstanding/pending
payment (Dem/Det + repairing charges) to do report, notice to the
customer and chase money from them
⚫ Provide information, make statistical reports to serve the special
requirements of VIP customers
 Detailed description
Normal Customers
⚫ Demurrage charges process
⚫ Outstanding/pending payment
process
⚫ Damaged claim notice process
VIP Customers
⚫ Update Daily Vessel Movement
⚫ Handle requests or occurred issues from
VIP customers
⚫ Check discharged list at ETA-1, ETA-2 to
follow and collect data of VIP customer
⚫ Input data in the volume report, send
documents (debit, B/L, A/N) for customer
complete customs clearance and payment
⚫ Make report and debt for payment of local
charge, OF, Dem/Det
EQC
 EQC - MAIN TASK
1. Input daily data movement of container (IC, ID, MT,
OP, OC, VL…) => Control movement of container
2. Release D/O for export: RU type, ONE WAY FREE
USE
Check container list for RU, support RU team
3. Manage information of Reefer ctrn (SET TEMP, SET
VENT, G.W, COMMODITY…)
4. Control special container list: ONE WAY FREE USE,
OFFHIRE at VNHPH
5. Send REPO list (as instruction of EQC HQ) =>
Arrange movement empty container as instruction
of EQC HQ
 EQC - MAIN TASK
6. Send Export list to CS & OB Team for make Final loading list
7. Send OP, OC over date for export cargo ( by vessel): Control
DEM, DET of export shipments
8. Control SOC Shipment
9. Daily inventory: Full in CY (Import); Full in CY (Export); Full in
Consignee hand; full in Shipper hand; Empty at depot
10. List of inbound laden container staying CY (Not yet pick up
cargo): Notice to customer pick ctrn and control DEM charge
11. List of inbound laden container in Cnee ‘s hand ( Not yet return
empty container to depot): Notice, request customer retune ctrn
as request depot of SITC, control DET charge
EQC REPAIR
 EQC REPAIR – MAIN TASK
1. EIR management ( EIR: Equipment interchange receipt):
Check and supply EIR, photos as request of related party
(Import & export container)

2. Supply photos of status container as customer request:

When customer request to supply damage photos and estimate
of repair

3. Refund deposit to customer:

Check all information related of container: DEM, DET, Repair
charge. Refund deposit if ok.
 EQC REPAIR – MAIN TASK
4. Report on container repair charge:
- Total AV, DL return depot every day.
- Repair charge must collect from customer.
- Notice/request customer pay repair charge arising in week/month.
- Report repair charge on week/month
5. Check, temporarily repair and report EQC HQ damage of
container when discharged with urgent case: Reefer container, Total
damage...: to avoid or arising more damage with goods inside
6. Apply waive/remote payment with EQC Repair HQ
 WAIVE DEPOSIT MONEY & REPAIR CHARGE
FROM 01.06.2019
1. Waive ctrn deposit:
- RECC as new tariff
- Dry, general cargo
- VIP customer

2. Collect ctrn deposit :

- Dry cargo (agricultural products: nuts, mushroom, fruits, tea, etc) + based on tax
code of company handling temporary import/re-export cargo.
- Iron, steel, metal scrap…
- Iron Coil, Steel Coin…
- Frozen cargo, special cargo ( 20/40 RF, OT, FR)

3. Repair charge:
- Waive repair charge ≤ 50 Usd ( IC date from 01.06.2019; RECC as new tariff)
- Collect repair charge > 50 Usd ( All container, customer pay all repair charge)