Coordinator CSS

Hapag-Lloyd•Atlanta, GA

About The Position

At Hapag-Lloyd, the Coordinator of Sales Steering Imports coordinates sales efforts to maximize volume and contribution in export and import trades while driving customer performance, quality, and satisfaction. Working closely with Trade Management, the role supports new business opportunities and acceptable customer rates. It also provides extensive import customer service and operational coordination, including shipment documentation, cargo release, customs matters, transportation, disputes, vendor coordination, and reporting.

Requirements

Associate degree required.
Convey information clearly by phone and demonstrate patience, empathy, and understanding.
Communicate effectively with people whose native language differs from the employee’s.
Remain polite when requesting repetition, calm angry callers, and manage multiple calls effectively.
Understand shipping terms, routing, schedules, and general practices of countries, carriers, ports, and terminals relevant to assignments.
Clarify shipping terms that are unique to a location.
Understand Hapag-Lloyd’s customer offerings and available routes, equipment, rates, and services.
Use maps, atlases, and other geographic reference materials; identify nearby ports and terminals or use references to find them.
Determine suitable ground-transportation modes between customers and terminals.
Understand customers’ goods, shipment requirements, and practices.
Understand special rates and know when to consult Sales about possible special-rate assignments.
Use questioning to identify problems and relevant information, determine an appropriate approach to resolving immediate issues, and identify and contact parties needed to trace shipments and resolve issues.
Be proficient in Microsoft Office, including Teams, Excel, and PowerPoint, and other software appropriate to work demands.
Be eligible to work in the United States and complete the employment eligibility form required under federal law.

Nice To Haves

Two years of experience in the maritime industry preferred.

Responsibilities

Provide customer service for inbound questions about arrivals, charges, cargo delivery locations, Bills of Lading, and manifests.
Adhere to PREX (Process Excellence) as available in HIP.
Prepare Customs and Freight Manifests where applicable.
Collaborate with Global Service Centers (GSC) on import document preparation and release.
Capture import disputes and address GSC queries about import cargo issues.
Communicate with internal and external customers by email and phone when shipment information is needed.
Facilitate cargo release and inbound clearance, including terminal-system customs clearance, General Order notifications, and customs entries for empty containers.
Arrange Mini Land Bridge transportation and bookings on carriage with the GSC team as needed.
Prepare cargo releases, issue delivery orders, and support customers with information and processes in coordination with GSC.
Contact customers when Customs or Agriculture places goods on hold.
Maintain archives and files as required by ISO9002 where applicable.
Investigate and resolve problems; communicate with Customs about correction letters and other shipment matters.
Prepare invoices for additional shipment charges.
Proactively contact customers to support them and facilitate cargo movement.
Trace and monitor cargo dwelling at port and rail locations, and support customers in taking possession of cargo.
Create, send, and record abandonment letters in accordance with global policy.
Coordinate vendors and obtain quotes for cargo surveys, salvage, or destruction; coordinate with internal departments as required.
Create and collect salvage agreements and work with buyers to ensure cargo collection.
Coordinate with Accounts Payable (AP) to ensure vendor invoices are paid.
Create TREX records for costs incurred with vendors arranged by the Dwell/Abandonment team.
Use available macros to monitor shipments and proactively communicate with customers to help avoid late Customs filings.
Ensure shipments requiring General Order are filed on time to avoid Customs penalties.
Coordinate customers, Customs, General Order warehouses, terminals, and other parties to support cargo movement through the General Order process, including lien release.
Attach General Order and abandonment files in FIS and ensure shipments are postponed to avoid archiving.
Record work in Microsoft Office Forms or other designated locations.
Receive and record Customs penalties and ensure petitions are submitted on time; research and coordinate internally as needed.
Write petitions to Customs to mitigate penalties.
Receive Surety notifications and ensure appropriate action is taken.
Coordinate with AP to ensure Customs payments are made by the required deadlines.
Monitor customer empty-container returns where Hapag-Lloyd has agreed to pay for the chassis.
Support additional weekly reporting as required.