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Job Summary

The Documentation Customer Service Representative (CSR) is responsible for supporting the day-to-day operations and processes related to export documentation for scrap paper shipments. This role focuses on the accurate coordination and optimization of export orders while ensuring a high level of customer satisfaction.

Key responsibilities include managing export documentation, coordinating order flow, and partnering closely with internal teams and overseas offices to ensure timely and compliant shipments. The role requires frequent interaction with international stakeholders and a strong understanding of export processes.

Responsible for preparing and submitting accurate, timely, compliant export documentation, including trade finance document packets for banks and customers. Owns documentation timelines, supports smooth shipment execution and timely cash collection through L/C, documentary collections, and TT payments, and provides limited import documentation support as needed.

Hybrid Schedule: Days/Week in Lombard Office; Thursday and Friday. Additional onsite availability is required as needed to provide team coverage.

Essential Duties and Responsibilities
Documentation Preparation and Compliance

• Prepare and review export documentation, including commercial invoices, packing lists, bills of lading, shipping instructions, certificates of origin, AES/ITN filings, and other required documents.

• Ensure compliance with regulatory, carrier, customer, and banking requirements prior to submission.

Trade Finance and Banking Submissions

• Prepare and submit complete document packets to banks and customers for:

• Letters of Credit (L/C)
• Documentary collections (D/P, D/A)
• Direct collection and telegraphic transfer (TT)

• Ensure strict adherence to L/C terms to avoid discrepancies and payment delays.

• Coordinate internal reviews and approvals before bank or customer submission.

Timeline and Execution Ownership

• Own end-to-end documentation timelines, including carrier, port, and banking cutoffs.
• Proactively follow up to prevent delays, rolled cargo, penalties, or payment issues.

Quality Control and Issue Resolution

• Perform detailed pre-submission reviews to ensure accuracy and completeness.
• Resolve discrepancies with carriers, banks, brokers, and customers in a timely manner.
• Maintain complete, auditable documentation records.

Import Documentation Support (as applicable)

• Support import document review and coordinate with customs brokers.
• Assist in resolving documentation discrepancies or compliance issues.

Cross-Functional Communication

• Serve as the documentation point of contact for sales, logistics, finance, customers, banks, and external partners.
• Communicate documentation status, risks, and exceptions clearly and professionally.

III. Qualifications

A. Required Qualifications
Bachelor’s degree in logistics, supply chain, international trade, business, or related field, or equivalent relevant experience.

• Minimum 3 years of experience in export documentation, international logistics, freight forwarding, or trade operations.
• Working knowledge of export documentation requirements, AES/ITN filings, Incoterms, and international payment methods, including letters of credit and documentary collections.
• Demonstrated accuracy, organization, and ability to manage multiple deadlines in a high-volume, detail-sensitive environment.

B. Preferred Qualifications
Experience preparing export document presentations under letters of credit and documentary collection arrangements.

• Exposure to import documentation, customs brokerage coordination, or ERP and trade compliance systems is preferred.

Core Competencies

• Documentation accuracy
• Deadline and execution discipline
• Compliance awareness
• Ownership and accountability
• Professional communication
• Problem resolution

Performance KPIs

Documentation Accuracy

• ≥ 99.5% documentation accuracy rate (no post-submission corrections required)
• ≤ 0.5% bank or customer discrepancy rate
• Zero critical compliance violations attributable to documentation errors

Timeliness and Execution

• ≥ 98% on-time documentation submission against carrier, port, and banking cutoffs
• 100% AES/ITN filings completed before regulatory deadlines
• Zero shipments rolled due to documentation delays

Trade Finance and Payment Performance

• ≥ 98% clean L/C presentations on first submission
• Average days to payment release within contractual terms
• Zero payment delays caused by documentation errors

Quality and Process Control

• 100% of documentation files complete and audit-ready
• Discrepancies resolved within agreed service levels (for example, 24–48 hours)

Stakeholder Support

• Positive internal and external feedback on responsiveness and accuracy
• Consistent communication of risks and exceptions before deadlines
  Physical Qualifications
  Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
  
  ☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
  
  
  Benefits
  At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.
  
  

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