Coordinator Customer Service

Hapag-Lloyd AG is a maritime transportation company supporting the movement of cargo and customer shipments. The Coordinator of Customer Service facilitates bookings, shipment documentation, customs and terminal communications, cargo release, and responsive customer service while investigating and resolving shipment issues.

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
• eligibility to work in the United States
• Associate degree and 2 years' experience in the Maritime Industry or the equivalent combination of education and experience