Executive Customer Care (Multipurpose Gates Documentation)

COMPANY OVERVIEW: The company is a leading multipurpose terminal operator managing port berths under a long-term concession with the Karachi Port Trust (KPT). It plays a critical role in facilitating Pakistan's maritime trade by delivering efficient, reliable, and technology-driven terminal operations. With a strong focus on trade facilitation. Location: East-Wharf Port (Keamari Port), Karachi (On-Site) JOB PURPOSE: Supervise and manage the Multipurpose cargo Pre-Gate and Exit-Gate documentation of Customer Care with a customer-centric approach – covering document processing, system entries, weighment and allied services, and supporting Operations, Security and the CC Helpdesk for smooth terminal handling. KEY RESPONSIBILITIES: Supervise and coordinate all cargo pre-gate and exit-gate documentation to ensure accuracy, completeness and speed, with subordinate staff adhering to SOPs, procedures and guidelines. Ensure timely, 100%-accurate gate documentation for cargo entry and exit, complying with SOPs, policies and work instructions. Ensure empty and loaded trucks are weighed on terminal weighbridges where required – cross-verifying against truck tickets, ensuring correct platform positioning and real-time system updates. For manifested container movements, ensure accurate pre-exit inspection (seal inspection, seal images, inspection notes, IMDG labels) and real-time TOS posting per legal requirements and SOP. Verify weighbridge accuracy through regular test weighments with Operations and TMD, conducting weighments only when variations are within acceptable limits. Coordinate closely with the CC Helpdesk and peer departments; uphold professionalism, integrity and confidentiality; and maintain compliance with legal, regulatory and organisational standards. PEOPLE MANAGEMENT & COMPLIANCE: Train and mentor staff; ensure administration, discipline and consistent performance; ensure QHSE compliance; and promote a culture of team motivation and engagement. QUALIFICATIONS & EXPERIENCE: Education: Min. 14 years of education in any discipline. Physical and mental fitness per QHSE standards. Available to work shifts, including nights, weekends and public holidays. Experience: 3 years of experience in a relevant field (terminal gate operations). Language: Proficient in reading and writing English. TECHNICAL COMPETENCIES: Experience in terminal gate operations; knowledge of laws and regulations governing container/cargo handling at the terminal; knowledge of the Terminal Operating System (TOS) and WeBOC; basic knowledge of terminal operations and container inspection; able to operate a computer, MS Office and email. Core Values: Ready to respond Eager to collaborate Safe, secure & sustainable Innovative for excellence Fair & committed.