1. After receiving the consignment note, the customer service should first make clear who the business personnel of this ticket are, break down the freight as soon as possible after confirmation, and carefully review each fee, such as sea freight, towing fee at the port of departure or destination, etc. If there is a problem with the cost, let the salesman ask the leader to sign for instructions; Customers who call directly to reserve the price: (1) The sea freight is quoted according to the market price per voyage stipulated by the company. If you need to apply for a freight rate due to large bills or containerization, first apply to the department head. Beyond the authority of the department head, the department head shall apply to the company leader, and the customer service can only issue the number after seeing the leader's signature. (2) The towing fee at the port of departure shall be confirmed when the vehicle is dispatched. (3) The towing fee at the destination port should be consulted with the destination port company (refer to the price list if any). After the review, deliver and receive goods according to the delivery date required by customers.
2. The customer service staff will hand over the consignment note to the operator after issuing the number. After receiving the consignment note, first check whether the information of the consignment note is complete (name of goods, weight of goods, transportation conditions, receiving/delivery door, consignee's landline and mobile phone number, etc.). ). If the information is incomplete, ask the customer to provide it completely. In addition, the individual reservation must be signed by the individual and provide a copy of the personal ID card. After the information is complete, it should be prepared in time, and all the information should be accurately entered into the system according to the contents of the consignment, and the purchase notice should be printed and faxed to the customer. In which: (1) The company names of all clients must be consistent, including the single voyage and the last voyage, and a customer can issue multiple tickets for a single voyage. Don't be inconsistent. (2) Fill in the loading location in the domestic trade commission-other column in detail, so that the customer service staff can count the weekly shipments and send a car to check the loading cost. (3) The transportation terms must be maintained accurately, and changed in time if there are any changes. Special attention: If the door is changed from CY to CY in the future, the dispatcher should be informed in time.
3. The operator will send the packing list to the station in time, pay attention to the packing station not to make mistakes, and track the relevant contacts at the station to confirm their receipt. So that customers or motorcades can pick up boxes. If it is necessary to send cars for packing, they should fill in the delivery list and arrival notice in time to send cars so as to make a loading plan as soon as possible. (If the customer changes the terms of the trailer, cancels the arrival or changes the address, etc. , the operator shall promptly notify the dispatcher to make corresponding corrections. And correct the shipping fee and notify the customer service staff. )
4. Before the ship sails, the operator should confirm with the customer whether all the information has been changed. If there is any change, it should be changed in time. At the same time, the ship allocation table should be made according to the dynamic progress of the ship. Check the boarding list before sailing, and send the accurate boarding list email to the station and copy it to the relevant colleagues of the shipping agent.
5. Check the accurate boarding number (account number) according to the boarding list provided by the station half a working day after the ship leaves the port, and correct the relevant contents of the system. At the same time, the operator needs to check the shipping information completely. Be sure to ensure that all the contents on the consignment note are accurate and consistent with the boarding information and system contents, including: the number of containers must be consistent with the number of boarding containers, requiring customers to send a notice of change of transportation terms and the towing fee at the port of departure. In a word, it is not allowed that the boarding information is inconsistent with the consignment list in the future. And send the accurate boarding number (account number) to the customer service staff and department leaders.
6. If there is transshipment or dumping, the operator shall inform the customer immediately (the salesman shall inform the salesman of the goods immediately). ) and provide the reverse order to the customer service staff, so as to apply for a special price according to the freight rate of the next voyage. If it is necessary to continue the trial of booking and issuing the number, please handle it according to the specific situation (1). For customers who have picked up boxes but missed the ship of this voyage, they can transfer to the next voyage according to the original single number, and several boxes are counted. If the customer wants to continue to carry the box, please issue the number again.
(2) If there is no trunk or stock, cancel the reservation directly. If you want to continue booking, please reissue the number. (3) If the goods are dumped due to the reasons of the shipping company, you can continue to use the bill of lading number of the previous voyage and directly transfer it to the next voyage. If the ticket is broken, you can add A and B to the original ticket number. ...
7. After the operator's system information is accurate, the customer service staff will maintain the single ticket freight rate according to the accurate ledger information within one working day after leaving the ship, and ensure the accurate freight rate of each ticket according to the related expenses of the single voyage single ticket provided by the office. For the cost correction caused by the change of transportation terms, it is necessary to inform the corresponding operation and marketing personnel to change the accounts receivable. For example, in the future, when the trailer is changed from DR to CY customer service bill, it is necessary to check the bill with the dispatcher to ensure the accuracy of accounts receivable and payable.
8. After maintaining the freight rate, the customer service staff will forward the consignment note and the office slip to the department head for review, so as to find the freight rate difference in time and ensure the accuracy of the freight rate information again.
9. After the audit, the consignment note and the office bill are forwarded to the business personnel, and the business personnel will automatically generate the single-voyage bill receivable from the system within 24 hours after the ship leaves the port, and review it according to the contents of the consignment note and the change notice. If you have any questions, communicate with customer service staff in time. If there is any change in expenses, it is necessary to cancel the audit with the consent of the department head, change the expenses again and re-audit. After the business personnel check it correctly, they will forward the notes receivable to the customer service personnel. The customer service staff prints the bills receivable, gives them to the department heads and leaders in charge for signature, forwards the bills receivable to the operators, and makes a contact list and list of expenses (maintaining the towing fee at the destination port). To correct the situation of reduced expenses, it is necessary to specify the reasons for correction and find the corresponding leaders to sign.
10. The operator will automatically generate the single voyage manifest, container number list, SOC list and EDI message from the system within 48 hours after the ship leaves the port, and fill in the towing fee at the destination port according to the bills receivable provided by the customer service staff. After the manifest is checked correctly, it shall be submitted together with the departure report provided by the on-site ship allocation colleagues.
Send it to the relevant personnel at the port of destination and the relevant person in charge of the shipowner, print the waybill at the same time, and fax it to the customer together with the fee contact form.
1 1. No changes will be accepted after the ship leaves. If it is really necessary to change the ticket, a change fee of 100 yuan will be charged for each ticket. If there is any change in the destination port, you should confirm the destination port fee with the customer service staff in time. The change notice is signed by the department head and copied to the customer service and business personnel, and the department head cancels the review in the system. The customer service staff will change the fee in the system, and the operator will send the change notification email to the relevant personnel at the destination port.
12, after all the work of a single voyage is completed. The operator needs to file the whole ship's documents. Customer service should make statistics on a single voyage, including the weekly and monthly freight volume of customers and the average freight rate of a single voyage.
Second, the domestic trade process tracking
After the ship sails, after receiving the notice that the airline operator sent the manifest within 48 hours, it shall promptly confirm whether it has been received at the port of destination. If there is any problem with the manifest, it shall promptly feedback it to the airline operator.
After 1. sails, the business will provide the customer details that have been paid twice a day to the later customer service at 4: 00 am on 10, and the later customer service will release the goods at the destination port according to the payment details provided by the business. Similarly, 10:30 am and 4:30 am deliver the goods twice a day, which can be expedited in special circumstances.
2. For the goods from the port of destination to the gate, the whole process should be tracked in time after the ship arrives at the port of destination. If the customer requests a substantial change in delivery, he should send a written application to the port of destination in advance and track the delivery in time.
3. If there is any change in the delivery process, waiting time or port change at the destination port,
After receiving the notification of the destination port, it should be fed back to the relevant customer service personnel in time, so that the customer service personnel and customers can reconfirm the cost changes. After the customer service personnel confirm in writing that the route operation of the change notice has been changed to the destination port, they will immediately confirm with the destination port whether they have received it or not, and follow it all the way. For customers who have settled their tickets, it is strictly forbidden to generate additional fees at the destination port of the voyage because the voyage has not been settled! !
4. Check the delivery details with the destination port every day, and don't misplace them.
Third, domestic trade import operation
1. After the ship leaves the port, it shall remind the port of departure to submit the system. After submission, download the system interactively.
2. Check the manifest to see if there are any goods that need to be paid. If there are any goods that need to be paid, the consignee should be informed to pay in time before the arrival of the ship, and the payment details should be written to the merchant after payment, and the merchant will release the goods to the customer after confirming the receipt of the payment.
3. Before the arrival of the ship, print the delivery details of the arrival of the goods, the Qingdao Port operation contract and the equipment handover form, and notify the dispatcher in advance to contact the fleet for delivery.
4. After the ship berths in Hong Kong, it shall take delivery one by one according to the delivery notice issued by the port of departure. It is best to mark the delivery time on the warehouse receipt, and the goods arriving at the door should be dispatched in time. If there is any change, it should be changed and marked on the manifest in time.
If the goods haven't been released at the port of departure a few days after the ship arrives in Hong Kong, you should contact the agent at the port of departure in time to avoid container charges. If the customer cannot receive the goods due to his own reasons, he should communicate with the container management colleagues in time to confirm the overdue container delay fee before delivery.
6. If there is a special receipt, notify the team in advance to sign for it when delivering the goods, and send it back according to the requirements of the port of shipment. If it is not required to be returned, the receipt shall be filed and kept on the whole ship in time after delivery.