Coordinator Customer Service

Hapag-Lloyd AG is one of the world’s leading liner shipping companies, and they are seeking a Coordinator of Customer Service. In this role, you will facilitate the movement of cargo and ensure customer satisfaction by providing timely responses to inquiries and managing all shipment-related documentation.

Responsibilities:

• Creates bookings and accurately assigns rates
• Identifies the route that will move containers from the beginning to the ending location
• Works with the Equipment Department to determine equipment availability
• Ensures that any and all documentation required for a shipment is received in a timely manner
• Updates bookings when necessary and notifies all affected parties of changes
• 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 and export document preparation and release as required
• Verifies that customer is in good credit standing and sends bills of lading through the accounting department to confirm accuracy
• Issues Vessel Certificates to the customers
• Responsible for the management of Vessel Voyage, Customs Manifest and any miscellaneous reports as required
• Ensures that Export Customs references are submitted in a timely manner for cargo sailing of out the country. Work with GSC Global Service Center as applicable ref any Customs AEI
• Capture any import or export 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 e-mail 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

Requirements:

• Convey information clearly over the phone and express patience, empathy and understanding with the voice alone
• Ability to understand and communicate with people whose native language is different from your own
• Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively
• Knowledge and understanding of most shipping terms, routings, schedules and the general practices of various countries, carriers, ports, and terminals for job assignments
• Excellent written and verbal communication, including active listening and report writing
• Excellent organizational skills and attention to detail
• Strong analytical, problem-solving, and math skills
• Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet 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
• Associate degree and 2 years' experience in the Maritime Industry or the equivalent combination of education and experience preferred