Hybrid Customer Service Coordinator

at Hapag-Lloyd AG

• Job title: Customer Service Coordinator
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Coordinator of Sales Steering Imports at Hapag-Lloyd driving customer performance and satisfaction through effective sales steering efforts. Collaborating closely with Trade Management for business opportunities and customer service.

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.

Requirements

• Associates Degree required and 2 years’ experience in the Maritime Industry preferred
• 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

Benefits

• Health insurance
• Retirement plans