Coordinator Customer Service Import

About the Role

At Hapag-Lloyd, we will support the further development of your skills in our culturally diverse, stimulating environment as you help us grow our customer base. As the Coordinator of Sales Steering Imports, you will coordinate sales efforts to maximize both volume and contribution levels in the export and import trades and drive customer performance, quality, and satisfaction. In close alignment with the Trade Management department, you will establish new business opportunities and acceptable rates for customers that meet and exceed expectations.

Responsibilities

• Provide full customer service on all inbound questions including arrival information, charges due, delivery location of cargo, and information on Bill of Lading and Manifest to consignee.
• Adhere to PREX, Process Excellence, as available in HIP.
• Prepare Customs Manifests and Freight Manifests where applicable.
• Collaborate with GSC Global Service Centers on import document preparation and release as required.
• Capture any import disputes communicated directly by customer or GSC.
• Review and attend to any queries presented by GSC Global Service Center regarding import cargo issues.
• Communicate with internal and external customers via e-mail and phone when additional information is necessary for a shipment.
• Facilitate the release of cargo including clearance for in-bound moves, customs clearance in Terminal systems, notification of Customs for cargo ordered to General Order, and filing Customs entry for empty containers.
• Arrange Mini Land Bridge transportation and bookings on carriage in conjunction with GSC team as necessary.
• Prepare cargo release, issue delivery orders, and support customers with proper information and processes in conjunction with the GSC team as necessary.
• Contact customers if goods are placed on hold by Customs or Agriculture.
• Keep proper archives and maintain files of data as required by ISO9002 where applicable.
• Investigate and resolve problems.
• Communicate with Customs regarding correction letters and/or other relevant information pertaining to a shipment.
• Prepare invoices for any additional charges that may have been incurred on a shipment.

Additional Functions:

• Proactively contact customers by phone and email to support customers and facilitate the movement of cargo.
• Trace and monitor dwelling cargo at port and rail locations.
• Provide support for the customer to take possession of their cargo.
• Create, send, and record abandonment letters in alignment with the global policy.
• Coordinate with vendors and collect quotes for surveys, salvage, or destruction of cargo; coordinate with other departments internally as required.
• Create and collect salvage agreements and work with the buyer to ensure collection of the cargo.
• Coordinate with AP to ensure payment of invoices to vendors.
• Create TREX for costs incurred to vendors arranged by the Dwell/Abandonment team.
• Utilize available macros to monitor and proactively communicate with customers to avoid late Customs filings.
• Ensure all shipments required for General Order are filed timely to avoid Customs penalties.
• Coordinate with all respective parties, including customers, Customs, general order warehouses, and terminals, to ensure seamless movement of cargo throughout the General Order process, including facilitating lien release.
• Attach files related to General Order and abandonment in FIS and ensure shipments have been postponed to avoid archiving.
• Ensure work is recorded in the appropriate forms (Microsoft Office Forms or other designated location).
• Receive and record Customs penalties in designated locations and ensure petitions are submitted timely; research and coordination with other departments internally may be required to complete the petition.
• Write petition letters to Customs to mitigate customs penalties.
• Receive notifications from Surety and ensure appropriate action is taken.
• Coordinate with AP to ensure payments are processed to Customs within the given deadline.
• Monitor empty return of customers (MH) with an agreement for Hapag to pay for the chassis.
• Support with additional weekly reports as required.

Qualifications

• Associates Degree required; 2 years’ experience in the Maritime Industry preferred.
• Convey information clearly over the phone and express patience, empathy, and understanding with the voice alone.
• Ability to understand and communicate with people whose native language is different from your own.
• Ability to be polite when asking people to repeat, calm those who are angry, and manage multiple calls effectively.
• Knowledge and understanding of most shipping terms, routing, schedules, and general practices of various countries, carriers, ports, and terminals for job assignments.
• Prepared to clarify shipping terms unique to a location.
• Understand what Hapag Lloyd offers customers and what routes, equipment, rates, and services are available.
• Use maps, atlases, and other geographic reference materials.
• Know the nearest ports and terminals to customers or possess the ability to use references to find that information.
• Know the best mode of transportation for ground transport between customers and terminals.
• Understand specific customer’s goods, shipment requirements, and practices.
• Understand special rates that might be assigned and know when to check with sales for possible special rate assignment.
• Use questioning to identify specific problems and related information.
• Logically determine the best approach to solving the immediate problem.
• Identify parties that need to be involved in tracing shipments and issues and make appropriate contacts to work out a reasonable solution.
• Proficient in MS Office (e.g., MS Teams, Excel, PowerPoint, etc.) and other software appropriate to work demands.

This position is in the United States and requires eligibility to work in the United States and completion of the employment eligibility form required under federal law.

What We Offer

At Hapag-Lloyd, we are committed to creating a workplace where innovation, collaboration, and employee well-being thrive. As part of our team, you'll experience a dynamic and inclusive culture that values your contributions and supports your professional growth. We offer:

• Attractive Annual Bonus – Based on company performance, recognizing your impact on our success.
• Hybrid Work Environment – Enjoy the flexibility of working remotely while staying connected with three in-office days per week.
• Modern Office Space – Our state-of-the-art office fosters creativity, collaboration, and comfort.
• Public Transportation Support – We help cover commuting costs to make your daily travel easier and more affordable.
• Comprehensive Benefits Package – Including 401(k) with company match, and health, dental, and vision insurance plans.

About Us

Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide. With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day. Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high-quality service across continents and to support our customers in even the most complex supply chains. When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only deliver quality for our customers but to create innovation and opportunities across roles, regions, and perspectives. We believe that every exploration is a chance to grow, and every port is a place to belong. Your Journey, Our Horizon.