Coordinator Customer Service Import

Hapag-Lloyd is a global liner shipping company connecting businesses and people through its international container shipping network. The Coordinator of Sales Steering Imports provides customer service for inbound shipments, coordinates import documentation and cargo release, manages customs and General Order processes, and resolves shipment-related issues with customers, vendors, terminals, and internal teams.

Responsibilities:

• 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 document preparation and release as required
• Capture any import 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
• Proactively contact customers by phone and email in effort to support customers and to facilitate movement of the cargo
• Trace and monitor dwelling cargo at port and rail locations
• Provide support in effort for the customer to take possession of their cargo
• Create, send, and record abandonment letters in alignment with the global policy
• 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
• Coordinate with AP to ensure payment of invoices to vendors
• Create TREX for costs incurred to the vendors which were arranged by Dwell/Abandonment team
• Utilize available macros to monitor and proactively communicate with customers to avoid late Customs filings
• 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
• Attach files related to General Order and abandonment in FIS and ensure shipments have been postponed to avoid archiving
• Ensure work is recorded in the appropriate forms (Microsoft Office Forms or other designated location)
• Receive and record Customs penalties in designated locations and ensure petitions are submitted timely. Research and coordination with other departments internally may be required to complete the petition
• Write petition letters to customs to mitigate customs penalties
• Receive notifications from Surety and ensure that appropriate action is taken
• Coordinate with AP to ensure payments are processed to Customs within the given deadline
• Monitor empty return of customers (MH) which have agreement for Hapag to pay for the chassis
• Support with additional weekly reports as required

Requirements:

• Associates Degree required
• 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, routing, schedules and the general practices of various countries, carriers, ports and terminals for job assignments
• Prepared to clarify shipping terms unique to a location
• Understand what Hapag Lloyd offers customers and what routes, equipment, rates and services are available
• Use maps, atlases and other geographic reference materials
• Know the nearest ports and terminals to customers or possess the ability to use references to find that information
• Know the best mode of transportation for ground transport between customers and terminals
• Understand specific customer's goods, shipment requirements and practices
• Understand special rates which might be assigned and know when to check with sales for possible special rate assignment
• Use questioning to identify specific problems and related information
• Logically determine the best approach to solving the immediate problem
• Identify parties that need to be involved in tracing shipments and issues and make appropriate contacts to work out a reasonable solution
• Proficient in MS Office (e.g. MS Teams, Excel, PowerPoint, etc.) and other software appropriate to work demands
• This position is in the United States and requires eligibility to work in the United States
• 2 years' experience in the Maritime Industry