BPO – SOP

Standard Operating Procedure (SOP)

Please find below the list of Freight forwarding BPO roles and their respective Standard Operating Procedures (SOP)

Please note that we have given the generic functions of BPO and it may vary to different countries according to the local procedure and timelines.

1. Sales Support
2. Customer Service

  1. Sea Exports
  2. Sea Imports
  3. Air Exports
  4. Air Imports
1) SALES SUPPORT

Sales support roles includes but not limited to:

  1. Tele sales - follow up with potential customers
  2. Receive enquiry from customers
  3. Check with multiple shipping line/airline and tariff options (minimum 3 options)
  4. Revert to customer with best possible quote (within 2 hours)
  5. Follow up for confirmation
  6. Monthly sea & air freight tariff
  7. Cross selling


Fresa BPO team receive enquiries either from front office or customers directly. Once received, BPO staff must acknowledge the mail within 1 hour.

Then, based on front office guideline, BPO staff to refer tariff or check with multiple carrier options and revert with a quote within agreed time line as per SLA (Service Line Agreement)

Keep a track of all quotes and follow up with customers for booking confirmation.

Coordinate with overseas agents / front office and collect their upcoming tariff and release on regular intervals like weekly/ fortnightly/ monthly based on requirement.

2.CUSTOMER SERVICE

Once customer send the booking confirmation, Customer Service team takes care of all activities till it gets delivered to final consignee and job closing as agreed in SLA.

This role has been further elaborated for each operational department as detailed below:


Sea Exports


Booking confirmation (within 1 hour)

Upon receipt of booking confirmation from customer, BPO desk must send their acknowledgement along with reference number.

Vessel details update (within 4 hours)

Coordinate with respective shipping line for container booking and send vessel booking details back to customer within 4 hours.

Cargo collection

Based on the existing procedure, organize container pick up /stuffing

Customs clearance & cargo transfer

Communicate and collect all required information, process customs bill online and release to front/transport office for container submission at the port

Bill of Lading (BL) draft preparation (30 minutes)

Receive BL instruction from customer, send draft and follow till release

Vessel departure confirmation (8 hours)

Confirmation must be sent to all customers with ATD details.

Pre-alert (5 hours)

Send pre-alert to destination agent along with required copy documents

Departure confirmation (8 hours)

Track vessel/container status and send vessel departure confirmation to customer within 8 hours of departure

Costing, Invoicing & Job closing (within 2 working days)

Apply all costings and forward supplier invoice to finance. Similarly apply sell rates, generate invoice and mail a soft copy along with support documents to customer. This must be completed within 2 working days from the time of completion of export formalities.


Sea Imports


Booking confirmation (within 1 hour)

Upon receipt of booking confirmation from customer, BPO desk must send their acknowledgement along with reference number

Send nominations to overseas agents (within 2 hours)

Send nomination to origin agent within 2 hours with all required information like supplier contact details, shipment details (pieces / weight / volume), BL instruction and required documents etc.

Cargo collection from supplier

Ensure origin agent collects cargo from supplier within committed date & time

Container transfer, Stuffing and Vessel departure

Monitor container transfer from the port to desired location, stuffing details and vessel movement from origin port.

Pre-alert

Receive pre-alert, check all given details and revert to origin agent if further information required

Job creation (1 hour – for up to 10 HBLs)

Create a new job with MBL/HBL details in the operating system and update all required details as per agreement.

Cost/ Sell update (1 hour)

Update all jobs with respective origin agent costing and sell rates

Cargo Arrival Notification (CAN) – (30 minutes)

CAN to be sent to all local customers at least 2 days prior to vessel arrival

Customs clearance & cargo transfer

Communicate and collect all required information, process customs bill online and release to front/transport office for container release & delivery to consignee

Costing, Invoicing & Job closing (within 2 working days)

Apply all costings and forward supplier invoice to finance. Similarly apply sell rates, generate invoice and mail a soft copy along with support documents to customer. This must be completed within 2 working days from the time of completion of export formalities.


Air Exports


Booking confirmation (within 1 hour)

Upon receipt of booking confirmation from customer, BPO desk must send their acknowledgement along with reference number

Flight details update (1 hour)

Coordinate with respective airline for cargo booking and send flight booking details to customer within 4 hours

Cargo collection

Based on the existing procedure, send cargo collection advice to the transport desk/company along with all required information in the specific format

Customs clearance & cargo transfer

Communicate and collect all required information, process customs bill online and release to front office for further action

AWB draft preparation (30 minutes)

Coordinate with customers for AWB instruction, send draft and follow till release.

Pre-alert (2 hours)

Send pre-alert to destination agent along with required copy documents.

Departure confirmation (within 4 hours)

Closely monitor with ground handling agent/airline and send flight departure confirmation to customer within 4 hours of departure

Costing, Invoicing & Job closing (within 2 working days)

Apply all costings and forward supplier invoice to finance. Similarly apply sell rates, generate invoice and mail a soft copy along with support documents to customer. This must be completed within 2 working days from the time of completion of export formalities.


Air Imports


Booking confirmation (within 1 hour)

Upon receipt of booking confirmation from customer, BPO desk must send their acknowledgement along with reference number.

Nomination filing with agents (30 minutes)

Upon receipt of booking confirmation from customer, BPO desk must send their acknowledgement along with reference number

Nomination filing with agents (30 minutes)

Send nomination to origin agent within 2 hours with all required information like supplier contact details, shipment details (pieces / weight / volume), AWB instruction and required documents details etc.

Cargo collection from supplier

Ensure origin agent collects cargo from supplier within committed date & time

Cargo transfer

Monitor cargo transfer - if there is any dispute, must escalate to customer immediately and sort it out proactively

Pre-alert

Receive pre-alert, check all given details and revert to origin agent if further information required

Customs clearance & cargo transfer

Communicate with customer and front office, collect all required information, process customs bill online and release to front/transport office for cargo collection from the airport & delivery to consignee

Costing, Invoicing & Job closing (within 2 working days)

Apply all costings and forward supplier invoice to finance. Similarly apply sell rates, generate invoice and mail a soft copy along with support documents to customer. This must be completed within 2 working days from the time of completion of export formalities.

Track & Trace

Closely monitor overall movements of all shipments thru respective airline/shipping line websites to ensure it is being moved as booked. Escalate and communicate in case of delay / offloading

Milestone updates

Customer must be kept informed with status update of every stage from the time of booking confirmation till it gets delivered to final consignee

Bitnami