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OUR BACK-OFFICE SUPPORT SERVICES

Logistics & Freight Forwarding

• Operations
• Air Import and Export
• Ocean Import and Export
• Dispatch Services
• KAM / Control Tower
• Sales Support

Trucking & Dispatch

• Operations
• Track and Trace
• Customer Service
• Finance
• Sales & Marketing

Real Estate & Plumbing

• Operations
• Permit Collections
• Site Plan Annotations
• Inventory Management
• Customer Service
• Finance

Customer Service

• 24/7 Coverage
• Warranty Coverage
• After Sales Support
• Phone Support
• Text Support
• E-mail Support
• After Sales Care
• Sales Support



Finance

• Accounting
• Billing & Invoicing
• Financial Statements
• Audit
• Payroll

Data Management

• Data Entry
• Data Analysis
• Data Modelling
• Data Reporting

Below provided are examples of tasks we complete as an extension of our logistics and freight forwarding clients. Our logistics and freight forwarding clients provide us with SOPs from various departments and our job is to follow the directions and ensure we meet all KPIs set for us.

Air Import Back Office Services

  • Receive pre-alert from overseas agent
  • Create and update shipment in the system
  • Track and trace shipments
  • Follow up with airlines and destination parties
  • Send arrival notice to broker/customer
  • Coordinate delivery orders with customers, brokers,
  • Handle email correspondence with relevant parties
  • Follow up on trucking and delivery status
  • Ensure timely delivery and proof of delivery (POD)
  • Documentation & Compliance
  • Send arrival notice to broker/customer
  • Coordinate delivery orders with customers, brokers
  • Handle email correspondence with relevant parties
  • Send arrival notice to broker/customer
  • Coordinate delivery orders with customers, brokers,
  • Handle email correspondence with relevant parties

Air Export Back Office Services

  • Receive booking from shipper
  • Create and update shipment in the system
  • Provide dummy HAWB to shipper
  • Follow up on cargo ready date & pick-up
  • Send pre-alert to agent/customer for consignee approval
  • Book with airline
  • Check customs clearance
  • Hand over cargo to airline
  • Track & trace daily movement
  • Follow up with airlines and destination parties
  • Manage and process required documentation
  • Perform data entry & maintain records
  • Update real-time shipment milestones
  • Process billing & invoicing
  • Update delivery costs & finalize invoices
  • Handle email correspondence with relevant parties
  • Monitor proof of delivery (POD) updates

Ocean Import Back Office Services

  • Receive pre-alerts from overseas agents
  • Create and update shipment records
  • Track and trace shipments
  • Follow up with shipping lines and destination parties
  • Send arrival notices to brokers/customers
  • Coordinate delivery orders with customers, brokers
  • Handle email correspondence with relevant parties
  • Follow up on road and rail freight movements
  • Monitor trucking and delivery status
  • Ensure timely delivery and POD (Proof of Delivery) updates
  • Manage and process required documentation
  • Perform data entry and maintain accurate records
  • Update real-time shipment milestones
  •  
  • Process billing and invoicing
  • Update delivery costs and finalize invoices

Ocean Export Back Office Services

  • Receive booking from shipper
  • Create and update shipment in the system
  • Provide dummy HBL to shipper
  • Follow up on cargo ready date & pick-up
  • Send pre-alert to agent/customer for consignee approval
  • Book with shipping line
  • Check customs clearance
  • Follow up on cargo handover & stuffing at CFS
  • Track & trace sailing status with daily updates
  • Follow up with shipping lines and destination parties
  • AMS & ISF filing
  • Manage other documentation (B/L updates & document checks)
  • Perform data entry & maintain records
  • Update real-time shipment milestones
  • Process billing & invoicing
  • Update delivery costs & finalize invoices
  • Handle email correspondence with relevant parties
  • Update vessel schedules
  • Monitor proof of delivery (POD)

KAM & Control Tower Support

Rate Procurement and Sourcing

Definition:

Rate procurement refers to sourcing competitive shipping rates for transporting goods via sea or air. The goal is to ensure rates align with cost, service, and delivery time requirements.

Rate Sourcing Process:

  • Import Shipments: Rates are obtained from the origin team (offices/agents) based on the customer’s required lane and service.
  • Communication Channels: Email, Microsoft Teams, WhatsApp, etc.
  • Finalized Offer: Presented to the customer, inclusive of a markup.
  • Markup: Determined by the Sales Representative.

Types of Rates:

  1. Fixed Rate: Valid for 3 months to 1 year (e.g., NAC).
  2. Monthly Rate: Valid for one month, from the 1st to the last day.
  3. Fortnightly Rate: Issued twice a month (1st & 15th).
  4. Weekly Rate: Provided every week (typically for air shipments).
  5. Spot Rate: A one-time rate based on specific cargo data and requested service.

Report Generation Process

From Data Records, Email, and Tools (i.e. Smart Cargo, X Control, Data Ex., etc.):

Report generation involves collecting and processing data from various sources such as records, email communications, and tools like Smart Cargo, X Control, and Data Ex. This information is used to generate various reports for clients and internal stakeholders.

Types of Reports:

  • Daily Shipment Report (DSR): Maintained for clients with a significant amount of regular shipments.
  • Weekly Shipment Report (WSR): Maintained for clients with regular shipments but relatively low volume.
  • Weekly Booking Report: Volume is obtained for a client based on the trade lane for the week.
  • Revenue Report: Classifies revenue based on POL (Port of Loading), POD (Port of Discharge) for a specific time range.
  • Volume Report: Classifies volume in tons (TONs), TEUs, or CTNRs based on POL, POD for a specific time range.

System Updates & Tools

  • Record/Update Shipment Progress: Includes booking confirmation, pickup, transit, delivery, and customs clearance.
  • Updates Source: Updates are sourced from carrier sites, email communication, and reports.

Sales Support

Business Development

Objective:

Drive business growth by increasing revenue, expanding market reach, forming partnerships, and improving profitability.

Prospecting and Validation:

Use tools like Panjiva, Datamyne, ZoomInfo, Google, LinkedIn, and more to identify potential leads and validate business opportunities.

Communication Channels:

Primary communication channels include Email and CRM Tools such as SalesForce and HubSpot.

Key Activities:

  • Lead Generation: Identifying potential customers and business opportunities.
  • Email Marketing: Reaching out to prospects through targeted email campaigns.
  • Customer Feedback Assessment: Gathering and analyzing feedback from customers to improve services and products.
  • Introducing New Products to Customers: Promoting and educating customers about new offerings.

Sales Team Rate Collection Support:

  • Rate Collection for Sales Team Members with OKAMs: Responsible for collecting rates for all accounts and lanes.
  • Follow SOP: Ensure accuracy and consistency by following the Sales Team’s Standard Operating Procedures (SOP).
  • Gather Rates Lane by Lane: Collect rates for each lane on the specified date to ensure updated and accurate data.

Business Development: Key Account Management (KAM) Workload Management

Objective:

Build and maintain strong relationships with key clients, ensuring trust, loyalty, and long-term business engagement.

Support Provided to KAMs:

  • Prioritization: Focus on high-value accounts that generate the most revenue.
  • Meeting Management: Schedule regular internal and client meetings and physical visits.
  • Automation: Streamline reporting, data entry, and follow-ups to increase efficiency.
  • Performance Monitoring: Track progress and adjust strategies as needed to ensure success.
  • Task Delegation: Assign routine tasks to supporting teams to maintain smooth operations.

Rates, Bookings & Reporting

Manage rates, bookings, and reporting to ensure effective handling of client requirements and accurate documentation.