Customer Service 

Job Description

Job Summary

Support the Maintenance & Repair (M&R) function by reviewing container survey reports, preparing repair estimates, coordinating repair approvals, and communicating with customers and internal teams to ensure timely, accurate repair processes aligned with standards.

Responsibilities

• Review container survey reports, inspection findings, and photographs to verify accuracy and completeness of damage assessments.
• Prepare repair estimates applying appropriate repair codes and industry guidelines based on survey findings and customer requirements.
• Maintain accurate records of repair estimates and supporting documentation for audit and reference.
• Submit repair estimates through customer portals, email, or approval systems, ensuring all supporting documents are included.
• Follow up on pending repair approvals, rejections, and revision requests to expedite the approval process.
• Coordinate revisions of repair estimates based on customer feedback or additional survey findings.
• Maintain detailed records of estimate status and approval history for tracking and reporting.
• Liaise with surveyors, repair teams, depot personnel, and customers to clarify survey findings, repair requirements, and approval issues.
• Provide timely updates on repair status and approval progress to internal and external stakeholders.
• Support the efficient execution of repair activities in compliance with customer requirements and company procedures.
• Manage multiple repair cases and deadlines simultaneously to ensure smooth workflow.
• Use Microsoft Excel and Outlook proficiently for data entry, reporting, and communication.
• Apply problem-solving and organizational skills to resolve repair-related issues and improve processes.
• Demonstrate a customer-focused mindset by following up effectively on repair approvals and communications.

Preferred competencies and qualifications

• Knowledge of container repair standards, IICL guidelines, or M&R processes.
• Experience in container depot operations, container inspection, M&R administration, customer service, or related logistics roles (1–3 years).
• Experience handling repair estimates, damage assessments, or customer approvals.
• Familiarity with depot management systems and customer approval platforms.
• Experience working with shipping lines, container leasing companies, or repair contractors.

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