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

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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

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Study on customer service for exported shipment at SUN North VN Transport JSC

TABLE OF CONTENTS

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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

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Study on customer service for exported shipment at SUN North VN Transport JSC

LIST OF TABLES

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Study on customer service for exported shipment at SUN North VN Transport JSC

LIST OF FIGURES

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Study on customer service for exported shipment at SUN North VN Transport JSC

CHAPTER 1. 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
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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:
Website: />
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)
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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 3 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 7 people and I am in this
department for the internship. This department is divide into 3 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.
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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:
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•

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.

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Study on customer service for exported shipment at SUN North VN Transport JSC

CHAPTER 2. 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. 4 steps below are from receiving customers’ information to performing
book free space for the cargo on the ship.

Table 1 : Steps in booking reservation process.
Performer
1

Sale staffs

2

Document
staff

3

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)
•

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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 5 – 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
1

2

3

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)

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•

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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

4

5

6

7

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
do 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.
•

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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

8

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).

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•

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

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•

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.

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CHAPTER 3. 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 8 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,

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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.

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•

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.

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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.

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Study on customer service for exported shipment at SUN North VN Transport JSC

REFERENCE
1. Huong, M., 2018. Quy trình vận tải biển đối với hàng xuất khẩu. [Online]
Available at: />[Accessed 8 August 2018].
2. Phuong, M. N. T., 2018. Quy trình cơ bản thủ tục hải quan hàng hóa xuất khẩu.
[Online]
Available at: customs.gov.vn/Lists/HaiQuanVietNam
[Accessed 29 August 2018].
3. Thuy, M. D. T., 2018. GIỚI THIỆU CÔNG TY. [Online]
Available at: />[Accessed 7 August 2018].

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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)

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