Coordinator Customer Service

Hapag-Lloyd•Atlanta, GA

18d

About The Position

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 Customer Service, you will facilitate the movement of cargo and keep customers satisfied with any and all details of shipments. Provide immediate response to customer inquiries, provide timely information to Customs and the terminals, and provide paperwork and electronic data to various locations. Supplies equipment to shippers, truckers and railroads, while managing the inventory of equipment in their area of operation. They assure that appropriate containers and equipment levels are maintained to meet customer needs in a timely manner while controlling costs.

Requirements

Associates Degree or Higher
Minimum 2 years of logistics experience in the Maritime Industry, or the equivalent combination of education and experience preferred.
Understands most shipping terms; can use a dictionary to find terms not recognized. Is willing to clarify shipping terms unique to a location.
Understands routings, schedules and general practices of various countries, carriers, ports, and terminals.
Knows what type of equipment must be made available at what locations, depending on shipping schedules and types of goods shipped.
Uses word processing software efficiently and effectively.
Uses spreadsheet software as a tool for tracking work.
Uses other software appropriate to work demands and effectively applies other components of MS Office required by the job.
Proficient in MS Office (e.g., MS Teams, Excel, PowerPoint, etc.) and other software appropriate to work demands.

Responsibilities

Daily tracking and releasing of equipment for all depots/terminals in the area to ensure accurate inventory records
Assures that customers obtain equipment which meets their shipping needs in a timely fashion
Control and manage temporary import permits and paperwork before customs authorities
Creates empty bookings as required
Re-positions containers that are sold, or for sale, to the buyer
Planning and steering empty container on vessel, barge, and feeder
Tracks and traces overdue equipment to ensure faster turn-around and decrease of turn- around times
Issues works orders to reposition equipment by rail and/or by truck
Ensures that all equipment is at the appropriate location
Updates various reports and cleans the error file
Controls costs for positioning equipment and evaluates vendor performance
Handles inquiries relating to equipment releases or inventory availability
Reviews gate in, gate out and empty container transport invoices
Ensure timely implementation of special requirements for the respective customers.
Communicate new/changes to customer terms, requirements, processes, and procedures with relevant departments
Oversee the management of multiple special handling customers concurrently, serve as point of contact for all cases by MR
Create and review track and trace reports, scorecards and dwell reports as per customer requirements
Coordinate proactive calls with the respective customers to address routing, rating or operational issues found in the report reviews and case handling.
Take steps to educate customers and internal departments to resolve challenges timely
Create and maintain an SOP for each SHA customer including contacts, guidelines and report specifications to ensure proper account management
Collaborate effectively with commercial, operations, IDT and finance to assure proper execution of approved customer agreement.
Leverage internal expertise, work across departments / regions to investigate root cause and implement solutions
Promote the application of HL standards and ensure the standard processes are followed where possible and automated or manual solutions are put in place to meet customer needs
Participate in customer calls, meetings and in-person visits where applicable.
Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.