Hapag-Lloyd AG
Coordinator Customer Service
- Compensation
- Not disclosed
- Location
- Atlanta, Georgia, United States
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Support
- Posted
Must have
- 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.
- 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
Full description
At Hapag-Lloyd, we will support the further development of your skills in our culturally diverse, stimulating environment as you help us grow our customer base. As the Coordinator of Sales Steering Imports, you will coordinate sales efforts to maximize both volume and contribution levels in the export and import trades and drive customer performance, quality, and satisfaction. In close alignment with the Trade Management department, you will establish new business opportunities and acceptable rates for customers that meet and exceed expectations.
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.
Additional Functions:
- 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