Coordinator Customer Service Import Special Handling

About the Role

As the Coordinator of Customer Service, you will facilitate the movement of cargo and keep customers satisfied with all details of shipments. Provide immediate response to customer inquiries, timely information to Customs and terminals, and paperwork and electronic data to various locations.

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 email 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

• Ensure timely implementation of special requirements for respective customers.
• Communicate new/changes to customer terms, requirements, processes, and procedures with relevant departments.
• Oversee the management of multiple special handling customers concurrently, serve as point of contact for all cases by MR.
• Create and review track and trace reports, scorecards, and dwell reports as per customer requirements.
• Coordinate proactive calls with respective customers to address routing, rating, or operational issues found in the report reviews and case handling. Take steps to educate customers and internal departments to resolve challenges timely.
• Create and maintain an SOP for each SHA customer including contacts, guidelines, and report specifications to ensure proper account management.
• Collaborate effectively with commercial, operations, IDT, and finance to assure proper execution of approved customer agreement.
• Leverage internal expertise, work across departments/regions to investigate root cause and implement solutions.
• Promote the application of HL standards and ensure standard processes are followed where possible; automated or manual solutions are put in place to meet customer needs.
• Participate in customer calls, meetings, and in-person visits where applicable.
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.

Qualifications

• Associates Degree or Higher.
• Minimum 2 years of logistics experience in the Maritime Industry, or the equivalent combination of education and experience preferred.
• Understands most shipping terms; can use a dictionary to find terms not recognized. Is willing to clarify shipping terms unique to a location.
• Understands routings, schedules, and general practices of various countries, carriers, ports, and terminals.
• Knows what type of equipment must be made available at what locations, depending on shipping schedules and types of goods shipped.
• Uses word processing software efficiently and effectively. Uses spreadsheet software as a tool for tracking work.
• 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.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the incumbent is regularly required to sit, talk, and hear.
• The incumbent regularly uses hands and fingers in the course of daily job duties, including the use of a personal computer.
• The vision requirement includes close vision.
• May incur mental stress due to time deadlines.
• May need to lift up to 15 pounds at times.