Coordinator IDT

About the role

As part of the Inland Delivery Team, the goal is to create exceptional customer experiences related to inland shipments while fostering strong partnerships with our vendors. This includes handling customer inquiries, coordinating work order activities with operational vendors, and communicating proactively with customers, numerous authorities, terminals, depots, and internal legal/insurance departments.

Responsibilities

• Responsible for the timely and cost-efficient transport of containers by rail, truck, barge, and feeder vessel to/from locations within the GEO area of operation.
• Deal directly with customers regarding inland-related issues, container information, or routing of cargo via various communication channels such as Salesforce and the phone contact center.
• Facilitate the release of cargo, including clearance for in-bond 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 the 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.
• Ensure daily tracking of dwelling containers, follow up with customers on requirements for timely release, and avoid storage costs.
• Responsible for the timely and cost-effective handling of return cargo.
• Ensure proper routings are used for the most cost-effective intermodal operation.
• Monitor and verify work orders are performed within the requested time frame.
• Research and provide documentation for all matters relating to intermodal cargo claims, as required by Management.
• Responsible for compliance with all related laws regarding Hazmat, Heavy/Overweight, and Out-of-Gauge cargoes.
• Proactively communicate with HL legal/insurance departments and provide all supporting documents.
• Accountable for problem resolution with customers, vendors, and other offices within the company, as required by Management.
• Ensure proper follow-up of cargo dwell time, no more than 24 hours after announcement.
• Ensure the Call center is manned daily, requiring 80% compliance with READY.
• Ensure consistent application of Hapag-Lloyd policies to all personnel actions.
• Participate in projects as required by Management.
• Utilize available tools and reports to ensure all inland movements under your responsibility are accounted for.

Requirements

• Associates degree required with at least 2 years' experience in customer service preferred.
• Possesses specialized knowledge of 2 or more years within all principles of the Operations function.
• Understands most shipping terms; can use a dictionary to find terms not recognized and is willing to clarify shipping terms unique to a location.
• Understands routings, schedules, and general practices of various countries, carriers, ports, and terminals.
• Proficient in MS Office (e.g., MS Teams, Excel, PowerPoint, etc.).
• Proficient in Salesforce, QlikView, and other software appropriate to work demands.
• This position is in the United States and requires eligibility to work in the United States.

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.