STUDY ON CUSTOMER SERVICE FOR EXPORTED SHIPMENT

VIETNAM MARITIME UNIVERSITY INTERNATIONAL SCHOOL OF EDUCATION INTERNSHIP REPORT STUDY ON CUSTOMER SERVICE FOR EXPORTED SHIPMENT AT SUN NORTH VN TRANSPORT JSC Student: Đỗ Đức Toàn Student ID: 65872 Class: GMA 06 Haiphong, 8/2018 VIETNAM MARITIME UNIVERSITY INTERNATIONAL SCHOOL OF EDUCATION INTERNSHIP REPORT STUDY ON CUSTOMER SERVICE FOR EXPORTED SHIPMENT AT SUN NORTH VN TRANSPORT JSC STUDENT: ĐỖ ĐỨC TOÀN STUDENT ID: 65872 CLASS: GMA 06 Supervisor: MSc Vũ Phương Thảo Division: Global study & Maritime Affairs Faculty: Economic Haiphong, 8/ 2018 Study on customer service for exported shipment at SUN North VN Transport JSC Author’s Declaration I, the undersigned Đỗ Đức Toàn hereby declare that I am the sole author of this report, Study on customer service for exported shipment at SUN North VN Transport JSC This report contains no material previously published by any other person except where due acknowledgement has been made This report contains no material which has been accepted as part of the requirements of any other academic degree or non-degree program, in English or in any other language All data used in the report is obtained from the company where my internship is taken place with their permission This is a true copy of the report, including final revisions Date: ……………………………………………………… Name: Đỗ Đức Toàn Signature: Approved by the instructor: Vũ Phương Thảo Signature: Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC PREFACE Vietnam has more than 3000 km of coastal line, extremely favorable geographical position on the map of Asia Pacific region - a dynamic economic which has lots of potential developments in the future In addition, since Vietnam joined WTO, Vietnam's economy has been progressing, the volume of goods traded with other countries has been increasing significantly As a result, Vietnamese businesses have been increasingly establishing relationships with other businesses in the world, contributing to the boost of strong and diverse trade To be specific, the export activities of Vietnam in recent years have achieved great achievements, contributing positively to promote the domestic economy, create jobs for employees, generate basis and encourage economic cooperation and investment in Vietnam Import-export activities have stepped up the position of Vietnam in the international arena Therefore, export and import activities by sea also play an important role in the economy today As more and more foreign trades take place, it is imperative for businesses to master their professional skills and qualifications, from transaction to negotiation to delivery All are very important and play a decisive role in the success of the business Recognizing the importance of import-export services combined with the knowledge gained at Sun North V.N company, I decided to select the topic “Study on customer service for exported shipment at Sun North V.N Joint Stock Company” Besides, this second internship is considered as a great opportunity for students to gain access to the real environment in business and organizations Thereby, students can compare the difference between the theoretical knowledge in the lecture and the actual work in the business This is also a valuable experience for the future work of students Lastly, I would like to send many thanks to my teachers, instructor at Vietnam Maritime University, and Sun North V.N company for giving the knowledge and helping me to finish this internship report Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC TABLE OF CONTENTS Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC LIST OF ABBREVIATIONS LCL Less than Container Load FCL Full Container Load BC Booking Confirmation B/L Bill of Lading MBL Master Bill of Lading HBL House Bill of Lading CY Container yard CFS Container Freight Station Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC LIST OF TABLES Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC LIST OF FIGURES Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC CHAPTER INTRODUCTION OF SUN NORTH VN TRANSPORT JOIN STOCK COMPANY 1.1 General information In the internship time, I have had the opportunity to work and practice at SUN NORTH V.N - one of the best companies that have good services in logistics in Hai Phong SUN NORTH V.N is a subsidiary of SUN V.N corporation that has head quarter in Ho Chi Minh City SUN NORTH VN TRANSPORT JOIN STOCK COMPANY was founded in 2004, is an affiliate and joint venture company with leading partners in the world such as SEKO Worldwide, Kesko, Translink, major shipping lines such as MOL, OOCL, etc After 14 years of stable development operation, Sun North VN transport company has affirmed its brand and reputation in term of marine operation and logistics services Being founded and built based on modern logistics conceptual framework, Sun North VN company becomes a vital link connecting and improving the economic development Sun North VN mainly provides services such as cargo storage, unloading or loading services, package services, domestic cargo transportation services, transportation services by sea or by air throughout the world and resolve problem, risk during the voyage To complete im-export and operation, Sun North VN provides the customs clearance services for im-export procedure and container loading & unloading services also Below is some contact information of company: Figure 1: Logo of Sun North V.N company (Source: sunvnlogistics.com) Vietnamese name: Công ty Cổ Phần vận tải Mặt Trời Bắc V.N Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC English name: Sun North V.N Join Stock Company Abbreviation: Sun North V.N Head office: R.813, TD Business Centre, Lot 20A Le Hong Phong Str., Dong Khe Ward, Ngo Quyen District, Hai Phong City, Viet Nam Phone: 02253.746.147 Fax: 02253.746.139 Email: Haiphong@suntransco.com Website: http://sunvnlogistics.com/ 1.2 Organizational structure Owing to the small scale and the employees’ quantity of the company, management structure is organized for functional structure An organization is divided based on functional departments such as: Sale and marketing, export, import, etc REPRESENTATION OFFICE AT HANOI SUN NORTH V.N DIRECTOR MARKETING ACCOUNTING DOCUMENTS DEPT DEPT DEPT CUSTOMER SERVICE TEAM LOGISTICS TEAM BOOKING TEAM PRICING TEAM FOR DOMESTIC ROUTING DOCUMENTS TEAM PRICING TEAM FOR INTERNATIONAL ROUTING Figure 2: Organization chart of Sun North V.N (Source: Collected by author) Đỗ Đức Toàn – GMA06 Page 10 Study on customer service for exported shipment at SUN North VN Transport JSC 1.2.1 Director The name of director is Cao Hương Giang - the person who directly manages the activities of the departments, decides the internal and external activities of the company Internal activities include employment, compensation and benefits for employees, work plans for departments, etc External activities include in negotiating contracts for service provision and business partners 1.2.2 Sale and Marketing department Sale and Marketing department have 12 people are divide into teams: Pricing for domestic routing, Pricing for international routing and Logistic team The main activities of the sales and marketing department include: • • • Negotiating with shipping lines to develop freight policy Updated shipping charges and schedules from shipping lines Maintaining relationships with traditional customers, finding and • • persuading new customers to use the services of the company Discuss and unify the price of services for each shipment with customers Combined with the document department to ensure the whole process goes smoothly 1.2.3 Import and export document department Import-export document department have people and I am in this department for the internship This department is divide into team: Customer service team, Booking team and Document team These teams are responsible for: Customer team • Answering, explaining customer's questions about issues related to • voyage schedule, service Coordinate to resolve problems arising in the process of cargo handling • such as Free time, Demurrage, Detention, etc (if any) Support customers about customs’ issues: customer clearance service, guide customers to declare customs declaration, making customs procedure with shipping line (notice to shipping lines that cargoes are clearance) Booking team • Coordinate with the sales and marketing department, exchange information with customers and shipping lines to ensure the necessary documents for each voyage is always favorable • Coordinate with finance and accounting department to ensure the debt to customers, shipping lines and agents are always calculated accurately Đỗ Đức Toàn – GMA06 Page 11 Study on customer service for exported shipment at SUN North VN Transport JSC Make booking reservation for the shipments Supervise consolidation process in the warehouse for LCL Document team • Open, transmit customs declarations and customs clearance to customers • • for export goods if have request • Receiving, inspecting and requesting the loading ports to revise import • declaration forms if necessary Carrying out customs requirements such as inspection, quarantine… 1.2.4 Accountant department The accounting department is responsible for the following activities: • Statistics on the company's performance to assist the director in making • • financial decisions Track and manage assets, capital of the company Check the validity of the debt document between the company and customers, shipping lines and agents and make payment or receive payment • Payment of wages, allowances and insurance fee for employees of the company • Pay taxes to the state budget 1.3 Business activities After 14 years of stable development operation, Sun North VN mainly operates in the field of logistics services for import/ export by seaway, airway and deal with accident during the shipment The company can provide comprehensive supply chain and logistics solutions to its customers Using the service from the company, customers will benefit from reduced shipping time, cost efficient budgeting, optimized full load, reliable delivery and personalized service Related information to air freight, shipping and customs procedures are continuously updated company to customers As the same time, the requirements or questions of the customer will be answered with quick and clear answers, especially with urgent requirements 1.3.1 About logistics services for sea transport The company provides maritime logistics services for both export and import With its global network of agencies, the Sun North V.N is able to provide its customers from a small part of the import and export process to the perfect door-todoor service Specifically, the company provides: Đỗ Đức Toàn – GMA06 Page 12 Study on customer service for exported shipment at SUN North VN Transport JSC • Service FCL, LCL and Door to Door consolidation worldwide for both export and import: from Hai Phong, Ho Chi Minh and Da Nang to all main ports of East Coast and West Coast in America and all main ports in Canada, Indian as well • Im-export clearance services, CFS services, warehouse services • Road transportation service • Reserve the space on mother vessel and remain competitive rate during the peak season 1.3.2 About logistics services for air transport The company has a representative office in Ha Noi that is expert at air services, it makes im-export service through Noi Bai Airport The company ships cargoes by air through close monitoring of schedules and links with airline systems around the world to ensure smooth and fast shipping Logistics services for air freight include: • • • • • Collection and distribution services for both import and export Document service Customs declaration Inland transport Warehousing and distribution 1.4 Business results According to the accounting department of the company, the basic indicators of production and business of the company in the period 2015-2017 as follows: Figure 3: Business result of Sun North V.N company (Source: Accounting Department) Generally, the company's basic production targets in 2017 are higher than those of the years 2015 and 2016, especially the profit target increase faster than the target of revenue and expenses This shows that the company is operating well, and has practical solutions to reduce operating costs while revenue is improved and keeping the company's operations stability Đỗ Đức Toàn – GMA06 Page 13 Study on customer service for exported shipment at SUN North VN Transport JSC CHAPTER STUDY ON CUSTOMER SERVICE FOR EXPORT SHIPMENTS AT SUN NORTH VN JSC 2.1 Booking reservation service for the shipment Book reservation is a main step in process of sale service and also is one of the main tasks of Document department which I have learnt and practiced in this internship steps below are from receiving customers’ information to performing book free space for the cargo on the ship Table : Steps in booking reservation process Performer Sale staffs Document staff Shipping line Đỗ Đức Toàn – GMA06 Task Involved document Work order After having customer requirements, sales employees make a Work order (Appendix 1) to declare the shipment information and forward it to accountants and document department The information on the Work order is as follows: - Name of shipping line - Name of consignee, consignor - Port of departure, port of arrival, departure time, arrival time - Term of payment and information in quotation: revenue, cost • This step so as to informs the accounting staffs about price so that they can make plan to collect money from customers • When receiving Work order, document department base on that information to book free space on the board for cargoes After receiving Work order, document staffs go Work order on the website of shipping line to conduct booking on the internet Confirm the booking by returning the Booking BC Confirmation (BC) (Appendix 2) containing the basic information such as vessel schedules including arrival vessel date, cut-off time, loading port, departure time of loading port, time of shipment, discharging port (Source: Collected by author) • Page 14 Study on customer service for exported shipment at SUN North VN Transport JSC 2.2 Preparation service for exported cargo When booking reservation through internet is complete, the steps in below table are from taking empty containers to those containers are loaded on the vessel In detail, the process can be described briefly as follow:  Step 1- 4: empty containers are carried to the warehouse for stuffing cargoes and are brought to the container yard for loading on the ship  Step – 7: Customs clearance procedure for export goods  Step 8: Tracking the containers schedule and instant problems in order to inform the customers Table 2: Steps to prepare for exported cargo Performer Document staff Task Bring BC to container terminal or carrier’s office (depend on shipping line) to get, empty containers and seals • In some cases, BC cannot be used to exchange empty containers, document staffs have to bring BC to shipping line office and exchange Release order (Appendix 4) that use to exchange empty containers at CY in terminal • In this step document staffs must pay the fee of lifting container Document • Carry empty containers to the warehouse staffs, Road where customers containerize goods transportation However, in some cases, customers can company, carry their cargoes to CY to containerize Stevedoring • When the empty containers at the workers warehouse, warehouse staffs look at container packing list to understand kind and quantity of goods to arrange workers and equipment for containerize efficiently • Packing list (Appendix 3) show the quantity of package, description of products, weight, remark Document After stuffing complete, container has been staff, customs count and seal To seal the container, it has two officer kinds of seals: one is issued by shipping line, one is issued by customs (During the process of containerizing, there is a customs officer who supervise to ensure there is not forbidden goods in the container) Đỗ Đức Tồn – GMA06 • Page 15 Involved document BC, Release order, Container packing list Container packing list Packing list Study on customer service for exported shipment at SUN North VN Transport JSC Road • Container returned to container yard where transportation is showed on the Booking Confirmation company • In this step document staffs must pay lift off fee Step 5, 6,7 for customers use customs clearance service Document Prepare some necessary documents for customs staffs clearance procedure such as: Certificate of Origin, Contract of sales between buyer and seller, Commercial Invoice, B/L, Packing List (Appendix 5) Document After that, based on those documents, staffs use staffs electronic customs declaration software (ECUS5-VNACCS - Figure 4) to fill in following information: quantity of packages, gross weight, container number, seal number, return container place, name of feeder and mother vessel, time departure, port of destination, information in commercial invoice and sale contract If successful, customs network automatically reports the file number, Customs Declaration number and selectivity of goods (green flow, yellow flow and red flow) Document Carry out procedures at the customs office At staffs this step, according the flow of declaration to the corresponding work Green flow: Print the declaration on the software, bring to the customs office to complete the procedure • Yellow flow: Customs officers will check the file including the following documents: document in step 5, International Freight Invoice, Specialized Inspection Certificate The customs officers looked at the records, found the unclear, unreasonable details, and questioned Document staffs must explain, and provide additional documentation if needed If appropriate, customs officer will clear the goods • Red flow: First, customs officers check the documents same as yellow flow Next, they inspect directly cargoes inside the container or use scanner machine to check If there is no problem , customs officer will allow to clear the goods • Đỗ Đức Tồn – GMA06 Page 16 BC All the documents mentioned Contract of sales, Commerci al Invoice, B/L, Packing List, Certificate of Origin Customs declaration, Registration for specialized inspection, Contract of sales, Commercia l Invoice, B/L, Packing List, Certificate of Origin Study on customer service for exported shipment at SUN North VN Transport JSC Port workers, Document staffs After finishing customs clearance, container will be loaded on the vessel at cargo cut-off time (show on BC) and start to voyage It has two kinds of voyages: direct voyage and transit voyage Direct voyage is just having only one vessel carrying container to port of destination Transit voyage is more than one vessel carrying containers To manage the status of cargo, staff of company can go on the shipping line website and check “cargo tracking” (Source: Collected by author) Figure 4: Software ECUS5-VNACCS for customs declaration (Source: Screenshot from the company employee's computer) 2.3 Other activities for export shipment in Sun North V.N 2.3.1 Collecting and issuing Bill of Lading: The document staffs will ask the customer to send the information, which is called Shipping Instruction Shipping Instruction contains the information that the customer wants to present on the B/L, such as the name of the consignor, the consignee, the description of the goods, the number of goods (number of bales, total weight, total volume) Đỗ Đức Toàn – GMA06 Page 17 Study on customer service for exported shipment at SUN North VN Transport JSC • Collect Master Bill of Lading (Appendix 6): When customers want company to get the MBL from shipping lines, document staffs submit Shipping Instruction to Shipping lines Then, they will send back B/L to forwarder After that, forwarder send that B/L to the customers • Issue House Bill of Lading (Appendix 7): During transportation, the consignee requires the shipper to modify some information on the bill of lading to match the shipping line’s requirements For example: Consignee importing goods in ICD Puducherry, India requires the shipper to note the place of delivery in ICD Puducherry for customs clearance, but the problem is shipping line does not allow to show the name ICD on the Master Bill of Lading At that time, the forwarder will contact to another agency that is in Indian and let them use a trucking service to transport cargoes to ICD Puducherry House Bill shows Port of Discharge: Chennai port; and Place of Delivery: ICD Puducherry And HBL shows CY Door: ICD Puducherry, MBL only shows CY - CY: Haiphong - Chennai Those are valid documents In this case, the company have to create Shipping Instruction (Appendix 8) and send it to shipping line in exchange for MBL After receiving Master B/L, forwarder will make House B/L under the name of Sun North V.N (MBL and HBL must ensure that the information of the goods is the same) and sent to customers After supply B/L to customers, when they want to revise or add details on the bill like cargo information, consignee address… (in the deadline of revising bill) document employees will request amends to shipping line 2.2.2 Provide some special documents In addition to being responsible for issuing or helping to get bills of lading, the company also supports the shipper with special requirements such as: free detention charge at the container freight station, certification of ship age or the flag of the carrier, the hanging for the container carrying the garment, the declaration of customs information on the port of destination requirements 2.2.3 Make payments between parties • After the customer confirms the bill of lading, the document staff will confirm the shipping line and ask them to send an invoice The invoice is matched with quotes made by sale staffs for accuracy Đỗ Đức Toàn – GMA06 Page 18 Study on customer service for exported shipment at SUN North VN Transport JSC • At the same time, based on the quote that the sale staffs send, the document staffs use the FAST software to create a Debit note that consist the maritime charges and fees • Next, document staffs send Debit note to the customers to require for payment • After the customer confirms the Debit note, the document staffs inform the accountant staff to issue an invoice for payment That invoice is scanned and saved in PDF format to send to the customers Customers who perform the payment can go directly to the company to get the invoice or request the company to send invoices through express delivery service 2.2.4 Customer service when problems encountered during the trip • In the case of transit voyage, containers of customers are subject to roll It means that when the mother vessel come into the port of transit, it is not enough space to load cargoes on So goods will be stay at the port in a few days in order to wait other mother vessel pick it up When this happens, the shipping company will send the company a notice such as "notice miss connection" or "change mother vessel" At that time, document staffs have the task of negotiating with the shipping company if they can get the goods on board, if not staffs have to notice to customers about that • To ensure the loss or accident during the trip, the company will purchase insurance for the shipment The customer sends the “commercial invoice” of the goods to the company Then the company will forward the document to the insurance company so that they can provide price of insurance for the shipment Đỗ Đức Toàn – GMA06 Page 19 Study on customer service for exported shipment at SUN North VN Transport JSC CHAPTER EVALUATIONS OF CUSTOMER SERVICE FOR EXPORTED SHIPMENT AT SUN NORTH VN JSC 3.1 Strengths Over 14 years of development, SUN NORTH V.N has created its own strengths, such as: Well-trained and professional personnel • Professional working style and experienced staffs who understand the process of working The company has employees who have worked to 10 years in the logistic major, thus the problems with customer service are always resolved quickly In addition, they also spend time training and sharing experiences for new employees This makes employees to unite together and create a strong company • Employees in the enterprise have a sense of responsibility, always dedicated to work • The staffs of all department especially the document department always put a lot of efforts into supporting, taking care to customers, so they always believe the service of the company Scale of company • SUN NORTH V.N have built a reputation in the market and have had a stable and long-term business relationship with a number of partners This creates the main source of revenue for the company • With the attention to feedback of customers, the company has adjusted and gradually changed to meet the increasingly strict requirements of customers • Always receive financial support, problem-solving methods from the parent company Thus, company has strong financial resources to meet the needs of business expansion Technology application • In general, due to the presence and coordination of all the departments together with the help of some software that support staff fill information and figure, the export goods process that the company is applying has met the demands and requirements of customers Normally, the essential documents are always prepared one or two days before the ship arrives The company also makes payments to the shipping line quite quickly, Đỗ Đức Toàn – GMA06 Page 20 Study on customer service for exported shipment at SUN North VN Transport JSC which ensures that the official bill of lading can be obtained whenever the customer wants 3.2 Weakness Human resource • The company's staffs are more professional when dealing with FCL cargoes than providing services to LCL cargoes Thus, during the working process of LCL cargoes, it may have some mistakes related to document, information on the B/L or in customs clearance procedures • Human resources are not intensively trained to improve their skills They usually attend only short training sessions Some have difficulty working with foreign partners because of not good English skills Cost and promotion activities • For some shipping lines, the company has not been able to successfully negotiate low freight Therefore, when goods are shipped through this shipping lines, the enterprises will not be able to take charge of the freight they will provide to the customers, thus causing revenue to be affected This affect to customers’ satisfaction as well • There is no specialized department to carry out trade promotion activities and market research so these activities’ results are still simple and not effective 3.3 Opportunities • The development and economic integration of the country and global trade have brought new market wide and the demand for transportation is increasing This is a chance for SUN NORTH V.N as well as other shipping companies to expand their business and achieve greater returns • Investors as well as foreign customers are increasingly paying attention to the Vietnamese market So opportunity of having the contracts of sale with foreign companies is higher 3.4 Challenges • For the above opportunities, not only SUN NORTH V.N but also all the other transportation enterprises can grasp, so the company must face intense competition SUN NORTH V.N need have a solid development strategy to take advantage in the market Đỗ Đức Toàn – GMA06 Page 21 Study on customer service for exported shipment at SUN North VN Transport JSC • According to commitments when entering WTO, Vietnam allows 100% foreign-owned logistics service businesses to operate in Vietnam These are businesses with great financial potential, high quality human resources, which creates competitive pressure not only for the SUN NORTH V.N but also for all freight forwarding businesses in general In addition, these foreign enterprises with good wages and welfare also bring the risk of losing qualified human resources from domestic enterprises Therefore, along with the development of competitive strategies, the company also needs to pay more attention to their employees • The demand of customers is increasing because they have more choices from different businesses 3.5 Recommendations Recognizing the strengths and weaknesses of the company in general and the export process in particular, as well as the opportunities and challenges that SUN NORTH V.N is facing, I have made some suggestion as below • The company should pay attention to customer needs, keep business relationships Especially the company should regular get survey customer's opinion to catch the customer's point was not satisfied with the service of the company to be able to promote strengths and improve the service Enhance the customer's credibility by raising the sense of responsibility of the forwarder • The company should use some preferential pricing policies such as discount policy for long-term customers and regular customers of the company If these policies are implemented well, the company will be able to ensure the familiar customers and also can attract new customers • Enhance market research, find new customers, have affordable pricing • • strategies to persuade them to become regular customers Promote advertising on the company in the media Consider completing the company's own website to introduce the company to those interested in finding out Đỗ Đức Toàn – GMA06 Page 22 Study on customer service for exported shipment at SUN North VN Transport JSC CONCLUSION In the internship period at the Sun North V.N Joint Stock Company, with the enthusiastic support of the leaders and employees of the company, I had the opportunity to work in a professional environment, where I can observe more closely at the process of implementing export services of the company, better understand the detail of service for export shipment That is a process from book free space for cargo on the ship to that cargoes are containerized and to be loaded on the ship Although that is not a complicated process, I also can recognize that how reality is different from what I have learned During the internship, I have learned more a lot about solving the problems that customers require such as negotiating with the shipping company to extend the detention time for empty container, how to deal with customers when the ships are subject to roll, resulting the cargo cannot arrive at the port of destination In addition, Internship time have given me the opportunity to go to the reality of work, observe one of the company's services, give me more practical experience, work skills, and information to complete the report… It is very useful knowledge to serve for my future work After spending a month studying the company, I also rely on what I see to point out the strengths, weaknesses, challenges and opportunities then come up with solutions that will help the company grow However, in the process of practicing and learning the information, there are inevitably shortcomings, due to limited knowledge and diversified material, so I hope lectures will give the comments to improve the report better in the next internship Đỗ Đức Toàn – GMA06 Page 23 Study on customer service for exported shipment at SUN North VN Transport JSC REFERENCE Huong, M., 2018 Quy trình vận tải biển hàng xuất [Online] Available at: https://sites.google.com/site/dichvuxuatnhapkhauvn/viec-lam-tuyendung/quy-trinh-van-tai-bien-doi-voi-hang-xuat-khau [Accessed August 2018] Phuong, M N T., 2018 Quy trình thủ tục hải quan hàng hóa xuất [Online] Available at: customs.gov.vn/Lists/HaiQuanVietNam [Accessed 29 August 2018] Thuy, M D T., 2018 GIỚI THIỆU CÔNG TY [Online] Available at: http://sunvnlogistics.com/gioi-thieu/ [Accessed August 2018] Đỗ Đức Toàn – GMA06 Page 24 Study on customer service for exported shipment at SUN North VN Transport JSC APPENDICES Work order (Appendix 1) Booking Confirmation (Appendix 2) Packing list (Appendix 3) Release order (Appendix 4) Certificate of Origin (Appendix 5) Master Bill of Lading (Appendix 6) House Bill of Lading (Appendix 7) Shipping Instruction (Appendix 8) Đỗ Đức Toàn – GMA06 Page 25 ... Page Study on customer service for exported shipment at SUN North VN Transport JSC TABLE OF CONTENTS Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport. .. service for exported shipment at SUN North VN Transport JSC LIST OF FIGURES Đỗ Đức Toàn – GMA06 Page Study on customer service for exported shipment at SUN North VN Transport JSC CHAPTER INTRODUCTION... shipment at SUN North VN Transport JSC CHAPTER STUDY ON CUSTOMER SERVICE FOR EXPORT SHIPMENTS AT SUN NORTH VN JSC 2.1 Booking reservation service for the shipment Book reservation is a main step