Coordinator, Customer Service Import – SHA & Dwell Team

Role Overview

• Provides 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.
• Facilitates 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.
• Oversee the management of multiple special handling customers concurrently, serve as point of contact for all cases by MR. Create and maintain an SOP for each SHA customer including contacts, guidelines and report specifications to ensure proper account management and timely implementation of special requirements.
• Communicate new/changes to customer terms, requirements, processes, and procedures with relevant departments and ensure timely implementation of special requirements.
• Create and review track and trace reports, scorecards and dwell reports as per customer requirements.
• Coordinate proactive calls with the 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. Attend in-person meetings with customers as required.
• Leverage internal expertise, work across departments / regions for problem resolution to investigate root cause and implement solutions.
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.
• Contacts customers if goods are placed on hold by Customs or Agriculture and communicates with Customs regarding correction letters and /or other relevant information pertaining to a shipment.
• Coordinate with vendors and collect quotes for surveys, salvage, or destruction of the cargo; Coordinate with other departments internally as required. Create and collect salvage agreements, and work with the buyer to ensure collection of the cargo.
• Ensure that all shipments required for General Order are filed timely to avoid Customs penalty.
• Coordinate with all respective parties including but not limited to, customers, Customs, general order warehouses, and terminals, to ensure seamless movement of cargo throughout the General Order process including facilitating lien release.
• Create, send, and record abandonment letters in alignment with the global policy.
• Conveys information clearly over the phone; expresses patience, empathy and understanding with voice alone; extracts meaning from conversations with people whose native language is other than their own; is polite when asking people to repeat; calms those who are angry and manages multiple calls effectively.
• Understands most shipping terms; can use a dictionary to find terms not recognized. Is willing to clarifyshipping terms unique to a location. Understands routings, schedules and general practices of various countries, carriers, ports and terminals.
• Understands what Hapag-Lloyd offers customers and what routes, equipment, rates and services are available.
• Uses maps, atlases and other geographic reference materials. Knows where nearest ports and terminals are to customers or can use references to find that information. Knows best mode of transportation for ground transport between customer and terminal.
• Understands specific customer’s goods, shipment requirements and practices. Has an understanding of special rates which might be assigned and knows when to check with sales for possible special rate assignment.
• Uses word processing software efficiently and effectively. Uses spreadsheet software as a tool for trackingwork. Uses other software appropriate to work demands and effectively applies other components of MSOffice required by the job.
• Uses questioning to identify the specific problems and related information. Logically determines approach tosolving the immediate problem. Identifies parties that need to be involved in tracing shipments and issues. Makes appropriate contacts and works out a reasonable solution.

Requirements

• Secondary School Diploma.
• 2 years of experience in the Maritime Industry or the equivalent combination of education and experience preferred.
• 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**

Benefits

• 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.