(US) Customer and Cargo Coordination Specialist

About the role

Wallenius Wilhelmsen is currently seek The Customer & Cargo Coordination (CCC) Specialist is responsible for coordinating export cargo and customer activity in order to fulfil contractual commitments, maximize customer satisfaction, and support optimal capacity utilization, cargo mix and voyage results. The role combines cargo coordination and customer coordination, ensuring that commitments are met and work is carried out in line with defined processes and procedures. This role is based out of the Savannah, GA office.

Responsibilities

• Develop and manage cargo allocation plans in line with capacity management.
• Identify potential space challenges and proactively support solutions to optimize utilization and cargo mix.
• Follow up on space availability, deliveries and waitlisted cargo.
• Liaise with relevant internal stakeholders, including trade, sales, terminal, port operations and operations teams, to support prioritization and execution.
• Support implementation of customer prioritization and optimal cargo mix decisions.
• Monitor volume levels and provide input on routing, scheduling and port rotation where relevant.
• Monitor daily business and ensure deadlines are met in line with customer and company requirements.
• Timely and accurate updates of cargo dimensions, including cargo carriers and specialist equipment where applicable.
• Act as a primary point of contact for customers on general enquiries and service follow-up.
• Create, update and manage bookings and related shipping information in relevant systems.
• Keep customers informed of booking status, shipping requirements and relevant service updates.
• Record, respond to and follow up on customer feedback and complaints.
• Monitor customer KPIs and support corrective actions where needed.
• Support the maintenance of customer agreements, rate sheets and related master data where this sits within local CCC scope.
• Ensure work is carried out according to defined processes and procedures.
• Support effective hand-offs to downstream functions such as documentation and invoicing where applicable.
• Ensure relevant systems, internal processes and interfaces work as intended, escalating issues where required.
• Carry out required compliance and regulatory activities within role scope, such as customs, sanctions or trade-specific documentation requirements.
• Contribute to simplification, best practice sharing and continuous improvement in CCC processes and service quality.
• Responsible for data quality and accuracy of rates in booking system per service contract, rate agreement and/or quotation.

Requirements

• Strong customer focus and ability to build effective working relationships in a multicultural environment.