Customer Service Logistics Coordinator

Ready to rock the future with us? At Hellmann we put our people at the heart of everything we do, because for us, relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring, Entrepreneurial, Forward-Thinking and Reliable. These values resonate with yours? Then become part of our FAMILY that consists of around 10,000 employees in more than 200 locations worldwide.

About the role

The primary function of a Customer Service Logistics Coordinator is to provide administrative and customer service support in the execution of the agreed scope of work for assigned customers. Typical activities include processing inbound receipts and outbound orders, handling telephone inquiries, organizing paperwork, filling and tracking activities for billing, customer billing, handling complaints, and scheduling carrier pickups and deliveries.

Responsibilities

• Ensures agreed scope of work services are performed when requested by customer, including monitoring customer calls and emails, communicating internally with work instructions, and scheduling inbound and outbound carrier appointments.
• Ensures HWL operations meet customer quality goals including EDI and other data exchange, communication, value-added activities, and other HWL products as required.
• Prepares invoices for both customers and internal departments timely and accurately, ensuring the use of agreed-upon rates.
• Transfers internal requests into work orders for the warehouse floor staff.
• Escalates requests to product leadership for customers’ non-standard services and/or pricing.
• Takes ownership of and professionally manages customer escalations.
• Identifies and escalates bad debt concerns or forecasted claims for assigned customers.
• Educates and manages assigned customers on HWL claims process.
• Maintains customer contract binder that includes all agreement and amendment copies, SOPs, Scope of Work, Schedule of Charges, and customer contact details.
• Informs or engages executive sponsors when significant risks are identified with customers.
• Provides timely and accurate analytics and analysis to customers as agreed.
• Assists management team performing various operational reporting activities.
• Assists in the quality/inventory NCR process as needed.
• Manages order flow to the warehouse staff and prioritizes shipments accordingly in WMS.
• Manages open order and receipt reports for assigned customer(s) to ensure compliance with agreed scope of work.
• Assigns operational tasks via the warehouse management system, especially those service requests from customers such as cycle counts.
• Uses warehouse management system for setup and printing of items such as shipping documents and labels.
• Enters data into system reflecting movement into, out of, and within warehouse.
• Reconciles all receipts and issues over, short, and damage reports when necessary.
• Notifies supervisor of any customer requests for out-of-scope tasks.
• Participates in corrective actions to mitigate the likelihood of revenue or profit loss.
• Performs other duties as assigned.

Requirements

• Associate’s degree (A.A.) from a two-year college or technical school, or equivalent work experience.
• Two to three years’ experience in a contract logistics/warehouse inventory role required.
• Two to three years’ experience in Customer Service preferred, both in-person and on the phone.
• Knowledge of dealing with and scheduling LTL carriers required; import and export experience preferred.
• Experience with billing functions strongly preferred.
• Completion of any industry-related course is an asset.

Skills

• Organizational skills.
• Time management and prioritization skills.
• Customer-focused – comfortable working with customers both in-person and over the phone.
• Adaptable/flexible to high-pressure environment – multitask when necessary.
• Interpersonal skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Email, and Internet.
• Proficient written and verbal communication skills in English.
• Ability to calculate figures and amounts such as freight rates, discounts, and other percentages.
• Knowledge of domestic transportation documentation and basics of inventory control.
• Knowledge of third-party small parcel systems such as UPS and FedEx.
• FTZ/bonded facility knowledge helpful.

Pay

The hourly pay range for this position is USD $22.00 to $24.00. Salary determination considers your skills, experience, job location, internal pay equity, and job architecture. Hellmann Worldwide Logistics regularly reviews our pay ranges against industry standards to ensure fairness.

Benefits

• Competitive health and welfare programs.
• 401(k) retirement savings plan.
• Opportunities for tuition assistance.
• Incentive compensation for eligible positions.

Physical Demands

• Frequently required to stand and walk.
• Regularly required to sit for extended periods.
• Regularly uses arms to reach, hands, and fingers for computer and phone use.
• Speaking clearly and listening for heavy phone contact.
• Requires close-up and computer screen distance vision ability.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.