EXIM – Supervisor (1 years diploma)

EXIM – Supervisor click here

Brief Job Description: The individual supervises daily operations of customs
clearance, freight transportation and liaises with stakeholders to ensure efficient
and timely clearance and shipment of cargo.

Qualifications Pack for EXIM – Supervisor

Options

Option 1: Business Development
The unit is about generating new business, handle and resolve client grievances
and maintain relationship with all stakeholders

Personal Attributes: The individual have attention to detail, problem-solving and
mathematical skills and should be observant and diligent in monitoring
operations and performance. The individual should have English and Vernacular
language proficiency, demonstrable in spoken, written and oral communication.

Description
Core Skills/Generic
Skills
Core Skills or Generic Skills are a group of skills that are key to learning and working in
today’s world. These skills are typically needed in any work environment. In the
context of the NOS, these include communication related skills that are applicable to
most job roles.

Function Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group of
persons. Functions are identified through functional analysis and form the basis of
NOS.

Job role Job role defines a unique set of functions that together form a unique employment
opportunity in an organization.
Knowledge and
Understanding
Knowledge and understanding are statements which together specify the technical,
generic, professional and organizational specific knowledge that an individual need in
order to perform to the required standard.

National Occupational
Standards (NOS) NOS are Occupational Standards which apply uniquely in the Indian context
Occupation Occupation is a set of job roles, which perform similar/related set of functions in an
industry.

Organisational Context
Organisational Context includes the way the organization is structured and how it
operates, including the extent of operative knowledge managers have of their
relevant areas of responsibility.

Performance Criteria Performance Criteria are statements that together specify the standard of
performance required when carrying out a task.
Qualifications Pack(QP)
Qualifications Pack comprises the set of NOS, together with the educational, training
and other criteria required to perform a job role. A Qualifications Pack is assigned a
unique qualification pack code.

Qualifications Pack
Code
Qualifications Pack Code is a unique reference code that identifies a qualifications
pack.

Electives
Electives are NOS/set of NOS that are identified by the sector as contributive
to specialization in a job role. There may be multiple electives within a QP for
each specialized job role. Trainees must select at least one elective for the
successful completion of a QP with Electives.

Options
Options are NOS/set of NOS that are identified by the sector as additional
skills. There may be multiple options within a QP. It is not mandatory to select
any of the options to complete a QP with Options.

Unit Code Unit code is a unique identifier for an Occupational Standard, which is
denoted by an ‘N

Unit Title Unit title gives a clear overall statement about what the incumbent should be
able to do

Description
Description gives a short summary of the unit content. This would be helpful
to anyone searching on a database to verify that this is the appropriate OS
they are looking for.

Scope
Scope is the set of statements specifying the range of variables that an individual may
have to deal with in carrying out the function which have a critical impact on the
quality of performance required.

Sector
Sector is a conglomeration of different business operations having similar businesses
and interests. It may also be defined as a distinct subset of the economy whose
components share similar characteristics and interests

.
Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics and
interests of its components.

Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives of the
function.

Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific
designated responsibilities.

Description
BOE Bill of Entry
BOL Bill of Lading
CBr Customs Broker
CGST Central Goods and Services Tax
CIF Cost, Insurance and Freight

DO Duty Order
EDI Electronic Data Interchange
ERP Enterprise Resource Planning
EXIM Export Import
FOB Freight on board
GST Goods and Service Tax
HO Head Office

HR Human Resources
HSN Harmonized System of Nomenclature
IATA International Air Transport Association
ICEGATE Indian Customs Electronic Commerce/ Electronic Data Gateway
ICES Indian Customs EDI System

IGST Integrated Goods and Services Tax
INCOTERMS International Commercial Terms
KYC Know Your Customer
LC Letter of Credit
LEO Let Export Order

NSQF National Skills Qualifications Framework
OCC Out of Customs Charge
OH&S Occupational Health and Safety
OS Occupational Standards
PAN Permanent Account Number
PGA Participative Government Agencies
PPE Personal Protective Equipment
QP Qualification Pack

ROO Rules of Origin
SAC Service Accounting Code
SGST State Goods and Services Tax
SOP Standard Operating Procedure
TAT Turnaround time

Allocate resource and supervise work in EXIM

Description This OS unit is about supervising resources, their work allocation and monitoring daily
performance
Scope This unit/task covers the following:
• Prepare daily work plan and allocate resources and tasks
• Monitor daily operations and resolve escalated issues
• Coordinate with internal and external entities

Range: Indian Customs EDI System (ICES), Indian Customs Electronic commerce
Gateway (ICEGATE), Remote EDI System (RES), ERP, SOP, sample documentation
formats, computer, projector, TV, stationery, worksheets, etc.

Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Prepare daily work
plan and allocate
resources and tasks

To be competent, the user/ individual must be able to:
PC1. obtain order details such as origin/destination country, shipment date, nature
of cargo that needs to be cleared

PC2. budget and allocate the requisite resources for different tasks
PC3. develop daily work plan factoring in priorities and exceptions
PC4. get the work plan approved from the manager and allocate tasks to workers
and executives
Monitor daily
operations and
resolve escalated
issues

To be competent, the user/ individual must be able to:
PC5. conduct regular inspections and collect feedback to identify priorities and
bottlenecks
PC6. monitor the daily work to facilitate smooth documentation and operation
PC7. escalate the matter to manager in case of anomalies in customs papers or
when additional support is required

PC8. coordinate with other departments, external agents and customs officials to
resolve pending cases and get additional documents, where required
PC9. conduct daily review of the teams with respect to the allocated work
Coordinate with
internal and external
entities

To be competent, the user/ individual must be able to:
PC10. connect with the manager, office supervisors and executives on a daily basis
to obtain the work requirements and feedback
PC11. coordinate with the office executive to obtain the necessary documentation
as well as highlight priorities and exceptions
PC12. coordinate with freight agents and clients in case of any additional
information requirement

Knowledge and understanding (K)

A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)

The individual on the job needs to know :
KA1. organisational procedures
KA2. business and performance of the organization
KA3. department hierarchy
KA4. paperwork required before handling cargo
KA5. organization’s policy of data maintenance, recording and handling
KA6. reporting structure

KA7. company’s personnel management
B. Technical
Knowledge
The individual on the job needs to know :
KB1. mandatory documents such as Bill of Lading/ Airway Bill, Commercial invoice
cum packing list, Bill of Entry, import license, insurance certificate, purchase
order, letter of credit, test report, Harmonized System of Nomenclature (HSN)
classification, GST, etc.

KB2. usage of computer and software – ICES, ICEGATE, Remote EDI System (RES))
to manage and update documentation/reports
KB3. operating systems related to customs such as EDI and ICEGATE and their
functions

KB4. terminologies used in import and export trade
KB5. different documents to be prepared for different type of transaction both in
soft format and hard copies
KB6. different types of cargo exported, their eligibility for duty free goods and
documentation requirement

KB7. HSN Codes and International Commerce Terms (INCOTERMS)
KB8. information on foreign trade policy and participating Govt. agencies (PGAs) to
classify the cargo imported as per regulatory requirement
KB9. different airline/ shipping line available for different routes
KB10. details of the transport availability in different routes
KB11. transit rules and regulations and destination countries’ requirements and
fiscal regimes

KB12. type of packaging, labelling and marking required
KB13. special requirements, guidelines and operational procedures involved when
handling special cargo such as livestock, food, medical supplies, etc. handling
of dangerous goods, material handling procedure, etc.
KB14. change or updates in acts, procedures, etc. with reference to customs
clearance and applicable duties

KB15. foreign Trade (Development and Regulation) Act 1992, Foreign Exchange
Regulation Act, 1973, Indian Explosives Act 1884, Arms Act 1959, Opium Act
1878, Drugs and Cosmetics Act 1940, Destructive Insects and Pests Acts 1914,
Dangerous Drugs Act 1930
Skills (S)
A. Core Skills/ Reading Skill Generic Skills

The user/individual on the job needs to know how to read:
SA1. work instructions, customer requirement and quality policy
SA2. schedule and plan for cargo movement
SA3. foreign trade policies

Writing Skills
The user/individual on the job needs to know how to:
SA4. maintain the record as per company’s policies
SA5. write reports and business correspondence

Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know how to:
SA6. listen the requirements of the client or the manager
SA7. communicate clearly in local language with transporters
SA8. communicate effectively with supervisory and operational staff at all levels

B. Professional Skills Decision Making
The user/individual on the job needs to know how to:
SB1. decide on type of documents to be prepared based on the nature of cargo,
transport used, type of transaction, destination country, etc.
SB2. decide on the appropriate choice of transport, route for export of cargo

Plan and Organize
The user/individual on the job needs to know how to:
SB3. develop plan based on customer specification
SB4. plan for transportation and other arrangement for cargo
SB5. monitor smooth functioning of all activities

Customer Centricity
The user/individual on the job needs to know how to:
SB6. take prompt action on queries raised by the customers
SB7. offer client the best possible rate in the industry

Problem Solving
The user/individual on the job needs to know how to:
SB8. identify and correct errors in documents prepared by assistants
SB9. prepare a contingent plan ready in case of delays or any issue
Analytical Thinking

The user/individual on the job needs to know how to:
SB10. discover more efficient and productive ways to complete the task
SB11. analyse performance of team and take appropriate actions

Critical Thinking
The user/individual on the job needs to know how to:
SB12. use logic and reasoning to identify best possible solution for route planning
SB13. interpret and act upon complex situation in cargo movement or customs
clearance

Supervise customs clearance activities

Description This OS unit is about supervising day to day customs clearance operations and to deal
with all stakeholders for smooth clearance
Scope This unit/task covers the following:
• Supervise day to day customs clearance operations
• Arrange documents for the clearance of cargo
• Assist customs official in clearing cargo
• Coordinate with all stakeholders

Range: Indian Customs EDI System (ICES), Indian Customs Electronic Commerce/
Electronic Data Gateway (ICEGATE), Remote EDI System (RES), MS Office, computer,
projector, stationery, SOPs etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Supervise day to day
customs office
operations

To be competent, the user/ individual must be able to:
PC1. check that new regulations on customs are understood by the team and
implemented
PC2. clarify team’s queries in regards to customs clearance process
PC3. check if the classification of product is under correct Harmonized System of
Nomenclature (HSN) codes and see the associated benefits (under schemes,
etc.)

PC4. compute duties and tariffs levied to and from foreign destinations and export
schemes and drawbacks
PC5. check for Rules of Origin (ROO) certificate availability and authenticity
PC6. check and file bill of entity (BoE) of the importer – shipping bills; and Bill of
Lading (BoL) for the exporter

PC7. collect debit note from shipping companies
PC8. verify the documents consigned to assistants for customs processing and
clearance
PC9. respond to any queries related to customs documentation
PC10. coordinate and collect duty orders (D.O) and payments
PC11. check if clearance of shipment is done on time without delay

Arrange documents for the clearance of cargo Assist customs official in clearing cargo

To be competent, the user/ individual must be able to:
PC12. inspect all EXIM documentation as required for customs clearance
PC13. monitor packaging and labelling of cargo
PC14. inspect goods/ cargo while unloading and ensure there is no damage during
the transit

PC15. communicate with the transport supervisor to arrange for the cargo
transportation
PC16. coordinate and update the status of cargo in the portal
PC17. cross check and verify if all approved documents are received and submitted to the documentation executive for filing

To be competent, the user/ individual must be able to:
PC18. prepare import and export declarations
PC19. liaise with customs and other governing authorities regarding different
regulatory requirements

PC20. communicate with customs officials to obtain release of incoming or outgoing
freight and resolve delays
PC21. respond to any queries raised by the customs official
PC22. accompany the customs inspector for a random package check, as required
PC23. respond to any objection raised by customs authorities on the cargo and the
details

PC24. check if the receiving is taken for ‘Out of Customs charge/ Let Export’
approval on clearance by customs official
Coordinate with all
stakeholders
To be competent, the user/ individual must be able to:
PC25. prepare import and export declarations and process it through various
departments at customs

PC26. liaise with customs and other governing authorities for any issues that will
arise during clearance of cargo
PC27. communicate with customs officials as appropriate to obtain release of
incoming or outgoing freight and resolve delays
PC28. represent the client and company on all matters related to customs
PC29. coordinate and follow-up with clients on payments

Knowledge and understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)

The individual on the job needs to know :
KA1. organisational procedures
KA2. business and performance of the organization
KA3. organization’s fee and charges structure
KA1. organization’s contact with customs office

KA4. paperwork required before handling cargo
KA5. organization’s policy of data maintenance, recording and handling
KA6. reporting structure
B. Technical
Knowledge
The individual on the job needs to know :
KB1. usage of computer and software (for e.g.; ICES, ICEGATE, Remote EDI System
(RES), etc.) to update documentation/reports

KB2. different types of cargo exported, their eligibility of duty free and
documentation requirement
KB3. International protocols on cargo movement
KB4. HSN Codes and INCOTERMS
KB5. foreign trade policy to classify the cargo imported as per regulatory
requirement

KB6. different airline/ shipping line available for different routes
KB7. changes and updates in acts, procedures, etc. with reference to customs
clearance and applicable duties

KB8. Customs Tariff Act 1975, Foreign Trade (Development and Regulation) Act
1992, Foreign Exchange Regulation Act, 1973, Indian Explosives Act 1884, Arms
Act 1959, Opium Act 1878, Drugs and Cosmetics Act 1940, Destructive Insects

and Pests Acts 1914, Dangerous Drugs Act 1930
KB9. application of GST and its nuances
KB10. various city level trade associations their operations and by laws as well as
governing norms

KB11. mandatory documents such as Bill of Lading / Airway Bill, Commercial invoice
cum packing list, Bill of Entry, import license, insurance certificate, purchase
order, letter of credit, test report, etc.
KB12. usage of computer and software (for e.g.; soft link, Remote EDI System (RES)U
soft, etc.) to update documentation/reports

KB13. operating systems related to customs such as EDI and ICEGATE and their
functions
KB14. terms and terminologies used in import and export trade
KB15. number of copies to be prepared for different type of transaction
KB16. details of the transport availability in different routes
KB17. transit rules and regulations and destination countries’ requirements and fiscal
regimes

KB18. nature of the products transported and the variances in their characteristics
KB19. type of packaging required
KB20. special requirements, guidelines and operational procedures involved when
handling special cargo such as livestock, food, medical supplies, etc. handling of
dangerous goods, material handling procedure, etc.

Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know how to read:
SA1. work related instructions

SA2. foreign trade policies and PGA circulars
SA3. regulatory requirement associated with customs clearance
SA4. schedule and plan for cargo movement
SA5. details of the cargo
SA1. different forms related to customs clearance

Writing Skills
The user/individual on the job needs to know how to:
SA6. fill forms related to customs clearance requirement
SA2. maintain the record as per company’s policies

Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know how to:
SA7. speak politely and build relationship with the transporters, customs agents,
airline agents, etc.
SA8. communicate clearly in local language with the transporters
SA9. listen to the requirements of the client and internal management
SA3. present information effectively and respond to questions from top
management, customs official, peers and various agents

B. Professional Skills Decision Making
The user/individual on the job needs to know how to:
SB1. decide on type of documents to be prepared based on the nature of cargo,

transport used, type of transaction, destination country, etc.
SB2. decide if all customs and other regulatory requirement for the cargo is met
SB1. decide seeing the document, if additional information is required for the
given task

Plan and Organize
The user/individual on the job needs to know how to:
SB3. plan for transportation, customs clearance and other arrangement for cargo
SB4. prioritize and execute tasks within the scheduled time limits
SB5. develop plan based on customer specification
SB2. liaison with customs authorities to ensure smooth clearance process
Customer Centricity
The user/individual on the job needs to know how to:
SB6. represent the customers among various stakeholders such as shipping line,
airline, customs authorities, etc.

SB7. take prompt action on queries raised by the customs officials
SB3. escalate client concerns that are beyond the scope of handling

Problem Solving
The user/individual on the job needs to know how to:
SB8. identify and correct errors in documents
SB9. identify which additional information is required
SB4. resolve issues with customs officials regarding shipments

Analytical Thinking
The user/individual on the job needs to know how to:
SB10. organise the documents with attention to detail
SB11. review documentation such as commercial invoices, shipper’s export
declaration, etc.
SB12. analyse the product category and suggest eligible duty benefits
SB5. assess based on past experience and act proactively

Critical Thinking
The user/individual on the job needs to know how to:
SB13. check if specific documents need to be submitted for import of capital goods
are collected
SB14. identify dangerous goods and ensure that adequate precautions are taken
SB15. estimate the documentation required for a certain task
SB16. follow-up with all the field assistants to get timely inputs
SB17. follow-up with stakeholders to avoid delays or any breach in agreement
SB18. improve work processes by interacting with others and adopting best
practices
SB6. anticipate problems related to holidays, software issues and accordingly keep
buffer for same

Supervise freight forwarding activities

Description This OS unit is about supervising on-ground freight forwarding activities.
Scope This unit/task covers the following:
• Plan daily activities and allocate resources
• Supervise daily freight operations
• Interacting with various shippers, agents, clients

To be competent, the user/ individual must be able to:
PC1. plan for daily activities and allocate resources based on priorities and pending
activities
PC2. coordinate with stakeholders regarding the on-ground freight requirement
PC3. inspect the goods/ cargo while unloading and segregate damaged goods
PC4. communicate with the transport supervisor to arrange for the cargo
transportation

PC5. coordinate and update the status of cargo in the portal
PC6. cross check and verify if all approved documents are received and submitted
to the documentation executive for filing
Supervise daily
freight operations
To be competent, the user/ individual must be able to:
PC7. approve transport documents submitted by the transporter for cargo
movement

PC8. plan for high priority freights and other delayed shipments by allocating
alternative/additional resources
PC9. conduct random inspection of cargo for damages
PC10. resolve queries and bottlenecks in operations
PC11. take appropriate action on escalations raised by the customers
PC12. provide end of the day reporting to the manager

Interacting with
various shippers,
agencies and clients
To be competent, the user/ individual must be able to:
PC13. interact periodically with shipping lines, airlines, road and rail freight
operators to offer effective multi modal transportation services to the
customer globally

PC14. coordinate with International Air Transport Association (IATA) agents to
collect quotations for air freight
PC15. coordinate with the insurance agents to arrange insurance for goods in transit
PC16. coordinate with the transporter for transporting from customs to the place of
destination

PC17. inform exporter/importer on goods act, clauses, requirements, export and
import restrictions, tariff systems, letters of credit, insurance requirements
and other customs related matters
PC18. offer multimodal transportation services by air, sea and road, ensuring costeffective and secure solutions

PC19. coordinate with customers to solve any mismatch / deficiency in documents
& any other update regarding shipments
PC20. record and submit copies of bill of lading/ shipping bills to the client/shipper
PC21. make note of any special cargo movement / packaging requirement for the
cargo during shipment from the shipper

PC22. inform the shipper about the objection raised by the customs authorities
(e.g.: incorrect exchange rates, validity period of certificates)
PC23. provide shipment status notification to exporters, consignees, or insurers
PC24. follow up and ensure the goods are received by the importer in the place of
destination

Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)

The individual on the job needs to know:
KA1. organisational procedures
KA2. organization’s fee and charges structure
KA2. organization’s contact with customs office
KA3. documents required during cargo inspection

KA4. organization’s policy of data maintenance, recording and handling
KA5. company’s material movement policy
KA6. reporting structure
KA7. relevant safety and security procedures
B. Technical
Knowledge

The individual on the job needs to know:
KB1. use of computers and related devices including hand held devices
KB2. details of the transport availability in different routes
KB3. different types of cargo handled, their eligibility of duty free and
documentation requirement

KB4. product handling at shipping, land and air terminals
KB5. various permits required at shipping, land and air terminal
KB6. procedures and precautions for handling dangerous goods
KB7. different airline / shipping line available for different routes
KB8. type of packaging required

KB9. special requirements, guidelines and operational procedures involved when
handling special cargo such as livestock, food, medical supplies, etc. handling
of dangerous goods, material handling procedure, etc.
KB10. change or updates in acts, procedures, etc. with reference to cargo
movement applicable duties

KB11. HSN codes and INCOTERMS
KB12. different gate passes, Material Safety Data Sheets (MSDS) and test reports of
MSDS

A. Core Skills/ Reading Skills Generic Skills

The user/individual on the job needs to know how to read:
SA1. schedule and plan for cargo movement
SA2. gate passes, basic document for approvals, test reports and Material Safety
Data Sheets (MSDS)
SA3. regulatory requirement associated with customs clearance

Writing Skills
The user/individual on the job needs to know how to:
SA4. maintain the record as per company’s policies
SA5. write outside business correspondence – letters, basic requests, reports, etc.
SA6. assign documented orders
SA7. make daily report

Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know how to:
SA8. speak politely and build relationship with the transporters, customs agents,
airline agents, etc.
SA9. communicate clearly in local language and in Hindi with the transporters

B. Professional Skills Decision Making
The user/individual on the job needs to know how to:
SB1. decide on the appropriate choice of transport, route for export of cargo
SB2. decide if the transport documents are appropriate and complete

Plan and Organize
The user/individual on the job needs to know how to:
SB3. plan for transportation, customs clearance and other arrangement for cargo
SB4. prioritize and execute tasks in within the scheduled time limits

Customer Centricity
The user/individual on the job needs to know how to:
SB5. represent the customers among various stakeholders such as shipping line,
airline, customs authorities, etc.

Problem Solving
The user/individual on the job needs to know how to:
SB6. identify trends/common causes for customs rejection and suggest possible
solution

Analytical Thinking
The user/individual on the job needs to know how to:
SB7. identify delay in EXIM process and take appropriate action

Critical Thinking
The user/individual on the job needs to know how to:
SB8. identify strengths and weaknesses of alternative route for transportation
SB9. follow-up with all the field assistants to get timely inputs

Maintain and monitor integrity and ethics in operations

Description This OS unit is about maintaining integrity, ensuring data security, and practising
ethical behaviour
Scope This unit/task covers the following:
• Maintain integrity and ensure data security
• Professional and ethical practice
• Ensure regulatory compliance
Range: Standard operating procedure (SOP), worksheets, computer, projector, printer,
display board and markers.

Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Maintain integrity
ensuring data
security
To be competent, the user/ individual must be able to:
PC1. refrain from indulging in corrupt practices
PC2. protect customer’s information and ensure acquired information is not used
for personal advantage

PC3. protect data and information related to business or commercial decisions
Professional and
ethical practice
To be competent, the user/ individual must be able to:
PC4. sensitise the work force towards ethical behaviour in work place and
performing job with integrity
PC5. conduct regular reviews and check reports for unethical behaviour and
corrupt practices

PC6. consult senior management when in an ethical dilemma
PC7. report promptly all violations of code of ethics
PC8. dress up and conduct in a professional manner
PC9. communicate with clients and stakeholders in a soft and polite manner
PC10. follow etiquettes
Ensure regulatory
compliance

To be competent, the user/ individual must be able to:
PC11. check that that documentation with respect to operations is up to date and in
accordance to the regulations
PC12. coordinate with regulatory authorities and assist in inspections and
clearances
PC13. report any issues with regulatory compliance

Knowledge and understanding (K)
A. Organizational context
(Knowledge of the company /organization and its processes)

The user/individual on the job needs to know and understand:
KA1. company’s policies on use of language
KA2. company’s Human Resources policies
KA3. company’s code of ethics and business

KA4. company’s whistle blower policy
KA5. company’s rules related to sexual harassment
KA6. company’s reporting structure
KA7. company’s documentation policy
B. Technical
knowledge

The user/individual on the job needs to know and understand:
KB1. principles of code of ethics and business ethics
KB2. different regulations and acts that are applicable for the sub-sector and
logistics sector as a whole
KB3. understand the documentary compliance required for different type of
products
Skills (S)
A. Core skills/
generic skills
Reading skills

The individual on the job needs to know how to read:
SA1. policy documents and work-related documents
SA2. emails letters and communications
SA3. acts and regulations
Writing skills
The individual on the job needs to know and understand how to write:
SA4. instructions, communications to internal staff
SA5. emails and letters
SA6. reports

Oral communication (listening and speaking skills)
The individual on the job needs to know how to:
SA7. interact with internal and external stakeholders
SA8. communicate with peers and subordinates
B. Professional skills
Decision making

The individual on the job needs to know how to:
SB1. take appropriate action in a vulnerable situation
SB2. identify breaches and take necessary actions
SB3. identify documentary requirement for a specific product or regulation and
take necessary action
Plan and organize
The individual on the job needs to know how to:
SB4. plan and organise steps/ actions as per company’s guidelines, if any violation
of code of ethics is noticed in the company

SB5. plan and organise training sessions, sensitization sessions for work force
SB6. plan review meetings to monitor compliance with ethics and regulations
Customer centricity
The individual on the job needs to know how to:
SB7. prevent company and customer information leakage
Problem Solving

The individual on the job needs to know how to:
SB8. provide proper advice or guidance to colleagues to deal with sensitive issue
SB9. suggest solutions to supervisors and workers when in an ethical dilemma

SB10. identify conflict of interests and take necessary actions
Analytical thinking

The individual on the job needs to know how to:
SB11. review reports to identify common trends of defaults
SB12. conduct review to analyse the reasons for default
Critical thinking

The individual on the job needs to know how to:
SB13. check that all regulatory compliances are adhered to
SB14. check that any unethical behaviour gets captured before a damage or
negative impact happens

Follow and monitor health, safety and security procedures

Description This OS unit is about ensuring compliance with health, safety and security procedures
at the workplace.
Scope This unit/task covers the following:
• Follow health, safety and security procedures
• Ensure compliance to health, safety and security

Range: Personal protective equipment (PPE), Material Handling Equipment (MHE),
instructional material, safety guidelines, safety signs, computer, projector etc.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Follow health, safety
and security
procedures

To be competent, the user/ individual must be able to:
PC1. make note of all safety processes with reference to area of operation
PC2. wear all PPE such as goggles, ear plugs, helmet, mask, shoes, etc. as
applicable
PC3. follow organizational protocol to deploy action in case of signs of any
emergency situation or accident or breach of safety
PC4. undertake periodical preventive health check ups

PC5. follow necessary standard operating procedures (SOP) and precautions while
handling dangerous and hazardous goods
PC6. follow security procedures like green gate in port, customs area, factory
security, etc.

PC7. comply with data safety regulations of the organisation
PC8. ensure loaders / unloaders follow standard safety procedures while handling
hazardous / fragile cargo and move only on the designated pathway
Ensure compliance to
health, safety and
security

To be competent, the user/ individual must be able to:
PC9. recognise unsafe conditions and safety practices at the workplace and report
it to concerned authority
PC10. implement Sort, Set In order, Shine, Standardize and Sustain (5S) at workplace
PC11. inspect the activity area and equipment for appropriate and safe condition
PC12. check if stacking is done at defined height and is not on the walk way
PC13. check if walk way is free from grease/ oil

PC14. check if emergency fire alarms, water sprinklers and smoke detectors are
installed at all places
PC15. participate in fire drills
PC16. check if standard material handling procedure are being followed
PC17. check if cargo has passed security checks and report in case of any violation

Knowledge and understanding (K)

A. Organizational
context
(Knowledge of the
company /
organization and
its processes)

The individual on the job needs to know and understand:
KA1. health, safety and security policies and procedures
KA2. special instructions for hazardous cargo handling
KA3. defined standard operating procedures

KA4. risk and impact of not following defined procedures/work instructions with
reference to health, safety and security operations
KA5. escalation matrix for reporting identified problem
B. Technical
knowledge

The individual on the job needs to know and understand:
KB1. basics of OSHA
KB2. 5S implementation and practice
KB3. necessary security procedures for airport, customs area, etc.
KB4. tools and equipment for material handling
KB5. standard material handling procedures while handling cargo
KB6. safety and security signage and their functions

KB7. knowledge of security tags, labels and signage
KB8. handling procedure for hazardous / fragile cargo
KB9. security procedures for dangerous / hazardous goods
KB10. different personal protective equipment (PPE), their usage and purpose
KB11. safe driving techniques
Skills (S)

A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. various procedures and standards related to health, safety and security
SA2. various documents related to security and movement of cargo
Writing skills

The user/individual on the job needs to know how to:
SA3. fill forms related to health, safety and security procedures
Oral communication (listening and speaking skills)
The user/individual on the job needs to know and understand how to:
SA4. communicate clearly with colleagues regarding safety procedures
SA5. share experience and provide guidance to peers
B. Professional skills Decision making

The user/individual on the job needs to know how to:
SB1. make a judgment as to what actions to be taken to avoid any damage /
accident to personal health / cargo handled
SB2. act objectively, rather than impulsively or emotionally when faced with
difficult/stressful or emotional situations
Plan and organize
The user/individual on the job needs to know how to:
SB3. plan clearance of cargo in manner that it does hamper the safety of the cargo
and the loader/unloader

SB4. prioritize and execute tasks within the schedule time limits
SB5. Plan emergency drills, fire drills and inspections

Customer centricity
The user/individual on the job needs to know and understand how to:
SB6. ensure safe and secure movement of packages, cargos etc.
Problem solving
The user/individual on the job needs to know and understand how to:
SB7. identify any threats

on personal health, safety, security, etc. and take
appropriate actions
SB8. identify risks at the workplace and address them
Analytical thinking
The user/individual on the job needs to know and understand how to:
SB9. analyse past mistakes and address them to avoid mishap in the future
Critical thinking

The user/individual on the job needs to know and understand how to:
SB10. ensure right safety measures and procedures are in place

Verify and review GST application

Description This OS unit is about verifying and reviewing GST application
Scope This unit/task covers the following:
• Check invoice
• Audit process

Range: Computer, GST guidelines, SOP, MS office, ERP, computer, projector, worksheets,
stationery etc.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Check invoice To be competent, the user/ individual must be able to:
PC1. verify and approve daily invoicing
PC2. check for errors in calculating taxable value and tax value after applying
applicable rate of Goods and Service Tax (GST)

PC3. check if that Integrated Goods and Service Tax (IGST) is chargeable on the
invoices raised for export of goods/services
Audit process To be competent, the user/ individual must be able to:
PC4. check if GST is payable under reverse charge in case of unregistered party
PC5. verify and approve separate notification in case of exemption
PC6. review and approve vendor invoices and ensure that all the mandatory
particulars are mentioned on the invoice

PC7. verify if the goods/services are procured from registered vendor
PC8. check for pending litigation cases under earlier regime
PC9. review sales invoice and check if record is maintained properly
PC10. coordinate with finance department for any updating in GST law
PC11. check that the payment received from the client is including applicable taxes
PC12. assist in verifying and reviewing monthly returns
PC13. monitor maintenance record of taxes paid and acknowledgment of the returns
filed

Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its processes)

The individual on the job needs to know:
KA1. reporting structure to support and expedite project acivities
KA2. company’s policy and work instructions on quality standards
KA3. company’s products and services

KA4. organisational guidelines for dealing with receipts and payments
KA5. company’s policy on mode of receipts
KA6. company’s policy on processes and methods of collection and payments
B. Technical
knowledge

The individual on the job needs to know:
KB1. basic accounting principles and financial concepts such as calculation of interest
KB2. concept and applicability of GST
KB3. bifurcation of taxes

KB4. invoicing including credit and debit note
KB5. filing of monthly returns
KB6. reverse charge mechanism
KB7. refund process
KB8. use of MS office (excel, word)
KB9. CGST Act, 2017 (preferable not mandatory)
Skills (S)

A. Core Skills/
Generic Skills
Reading skills
The user/individual on the job needs to know how to read:
SA6. various accounting procedures and updates
SA7. forms and policy directives

Writing skills
The user/individual on the job needs to know how to write:
SA8. mails and answer auditor’s queries
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:

SA9. coordinate with colleagues and seniors to obtain required information
B. Professional Skills Decision making
The user/individual on the job needs to know how to:
SB11. decide on applicability of taxes
SB12. decide on correction required for invoice and other documents
Plan and Organize

The user/individual on the job needs to know how to:
SB13. plan and organise information for auditing process
Customer Centricity
The user/individual on the job needs to know how to:
SB14. check that tax deducted is correct
SB15. inform about any errors or refunds to be sought and extra taxes to be paid
Problem Solving

The user/individual on the job needs to know how to:
SB16. resolve tax related issues
Analytical Thinking
The user/individual on the job needs to know how to:
SB17. analyse tax norms and accounting information

Critical thinking
The user/individual on the job needs to know how to:
SB18. check for error in invoice
SB19. avoid penalties to organization for inadequate reporting

Business development and stakeholder relations

Description This OS unit is about generating new business and maintaining relation with all
stakeholders
Scope This unit/task covers the following:
• Generate new business prospects
• Maintain customer relations
• Coordinate with government officials, vendors and contractors

Range: Computers, ERP, business lead softwares
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Generate new
business prospects
To be competent, the user/individual on the job must be able to:
PC1. obtain a list of existing clients and new prospects from the company’s sales
database.

PC2. prepare sales targets and relationship strategies
PC3. prioritize the clients for contacting, based on the previous relationship
building calls made to each of them
PC4. call clients and prospects to seek meeting

PC5. meet client to offer new services and take feedback for current services
PC6. identify client’s business need and offer customized and bundled solutions
PC7. negotiate on costs, close the deal and collect organizational and payment
details of the client
PC8. take client’s feedback before leaving
PC9. update information into ERP, inform the relevant departments on sale
closure

Maintain customer
relations
To be competent, the user/ individual must be able to:
PC10. regularly interact with the client over phone, emails or personal visits and
quickly respond to their queries

PC11. address the query raised by the customers effectively and timely
PC12. take appropriate actions on escalations raised by customers
PC13. handle customer grievances such as damage or tampering of shipment,
extra charges levied, failure to deliver as per commitment, delays etc.
PC14. quickly respond to the clients for their e-mails, voice-messages, calls, etc.
PC15. provide regular information to clients regarding new offerings, discounts,
customised solutions, etc.

Co-ordinate with
government officials, vendors and contractors

To be competent, the user/ individual must be able to:
PC16. liaise with customs, Partner Government Agencies (PGAs), other Govt.departments, etc. and build professional relations with them

PC17. analyse and manage insurance claim requests
PC18. co-ordinate with marketing agencies for publicity of services of the company
PC19. negotiate with carriers, warehouse and transport operators, custom
brokers, insurance company representatives, vendors, etc. for services,

preferential rates, service level agreements (SLA), payment period, etc.
PC20. co-ordinate with labour contractor and local vendors for sufficient
workforce, carrier vehicle availability as per work demand
Knowledge and Understanding (K)

A. Organizational
Context
(Knowledge of the
company /
organization and
its proses)
The individual on the job needs to know:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards and
documentation policy

KA4. company’s policy on business ethics and code of conduct
KA5. business and performance of the company
KA6. knowledge repository and various projects done by the company
KA7. occupational health and safety standards and handling of dangerous and
special goods

KA8. procedures for dealing with loss or damage to goods
KA9. value of items handled and implications of damage/loss of the same
KA10. risk and impact of not following defined work, safety and security procedures
KA11. coding system followed to label items

KA12. the IT system and ERP system of the organization
KA13. company’s policy with respect to procurement and vendors
KA14. company’s policies with respect to business development and stakeholder
communications
B. Technical
Knowledge

The user/individual on the job needs to know :
KB1. process flow of service operation, value chain and basic supply chain value
map within the sub sector
KB2. state/country taxes and routing
KB3. local and global geographical knowledge

KB4. use of enterprise resource planning software (ERP)
KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basic understanding of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, etc.

KB9. transit rules and regulations
KB10. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB11. customer relationship management
KB12. about contract management and Service Level Agreement (SLA)
KB13. factors for evaluation of performance of vendors

KB14. communicate effectively with different types of people
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/ individual on the job needs to know how to read:
SA1. company policy, work instructions and customer requirement
SA2. transit rules and trade policies
SA3. regulatory requirement associated with customs clearance
SA4. e-mails, invoices, letters, notes, memos, agreement reports, etc.
Writing Skills

The user/ individual on the job needs to know how to:
SA5. write e-mails and letters to government officials, customers, vendors, etc.
SA6. note information about vendors on factors like quality of service,on-time
order completion, cooperation etc
Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know how to:

SA7. listen to the requirements of the client
SA8. communicate with clients, government officials and other external
stakeholders by using various communication channels
SA9. exchange information with other managers, supervisory and operational staff
at all levels

SA10. carefully listen to vendor concerns and issues
B. Professional Skills Decision Making
The user/ individual on the job needs to know how to:
SB1. decide on corrective measures to improve customer ratings
SB2. decide on actions to be taken on escalations raised by the customer
SB3. take appropriate action on vendor/ 3PL poor performance and lack of
cooperation

SB4. identify and prioritise on select clients and prospects for generating business
Plan and Organize
The user/ individual on the job needs to know how to:
SB5. liaison with customers, government officials, vendors and staff to ensure that
smooth functioning of service centre/office

SB6. plan and organise review meetings with vendors, contractors
SB7. organise projects/ training plans for performance improvement
Customer Centricity

The user/ individual on the job needs to know how to:
SB8. take prompt action on queries raised by the customer
SB9. understand customer requirement and offer customised or bundled solutions
SB10. suggest ideas and solutions to increase customer loyalty and satisfaction
Problem Solving

The user/ individual on the job needs to know how to:
SB11. resolve the queries raised by customers as well as goverment officals
SB12. address the queries raised by vendors, contractors and other external

stakeholders that are not resolved by supervisor and executives
Analytical Thinking
The user/ individual on the job needs to know how to:
SB13. identify the factors which improved the customer satisfaction as well as
ratings of the organisation

SB14. identify bundles and customisations that cater to the requirement of majority
of customers
SB15. analyse key reasons for non-performance and customer dis-satisfaction
SB16. identify key areas that are crucial for performance improvement
Critical Thinking
The user/ individual on the job needs to know how to:
SB17. improve work processes by adopting best practices with respect to quality of
service to the customers
SB18. act upon constructively on any problems as pointed by customers, vendors or
government officials
SB19. handle personality clashes effectively