Customer Service Logistics Coordinator

Hellmann•Chicago, IL

5d•Hybrid

About The Position

The primary function of a Customer Service Logistics Coordinator is to provide administrative and customer service support in the execution of the agreed scope of work for assigned customers. Typical activities associated with servicing customers include processing inbound receipts and outbound orders, handling telephone inquiries, organizing paperwork, filling, and tracking activities for billing, customer billing, handling complaints, scheduling carrier pickups and deliveries. Hellmann Worldwide Logistics regularly reviews our pay ranges against industry standards to ensure fairness. Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!

Requirements

Associate’s degree (A.A.) from a two-year college or technical school or equivalent work experience, or equivalent combination of education and work experience will be considered in lieu of educational requirement
Two to three years’ experience in a contract logistics/warehouse inventory role required
Two to three years’ experience in Customer Service preferred both in person and on the phone
Knowledge of dealing with and scheduling LTL carriers required with import and export experience preferred
Experience with billing functions strongly preferred
Organizational skills
Time management and prioritization skills
Customer-focused – comfortable working with customers both in-person and over the phone
Adaptable / flexible to high-pressured environment – multi-task when necessary
Interpersonal skills
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Email, and Internet
Proficient written and verbal communication skills in English
Ability to calculate figures and amounts such as freight rates, discounts, and other percentages
Knowledge of domestic transportation documentation and basics of inventory control
Knowledge of third-party small parcel systems such as UPS and FedEx

Nice To Haves

Completion of any industry related course is an asset
FTZ/bonded facility knowledge helpful

Responsibilities

Ensures agreed scope of work services are performed when requested by customer which include monitoring customer calls and emails, questions, etc, communicating internally with work instructions, scheduling inbound and outbound carrier appointments.
Ensures HWL operations meet customer quality goals including EDI and other data exchange, communication, value added activities, and other HWL products as required.
Prepare invoices for both customers and internal departments timely and accurately; ensuring the use of agreed upon rates
Transfer internal requests into work orders for the warehouse floor staff
Escalates requests to product leadership for customers’ non-standard services and/or pricing.
Takes ownership of and professionally manages customer escalations
Identifies and escalates bad debt concerns or forecasted claims for assigned customers.
Educates and manages assigned customers on HWL claims process
Maintains customer contract binder that includes all agreement and amendment copies, SOPs, Scope of Work, Schedule of Charges and customer contact details.
Informs or engages executive sponsors when significant risks are identified with customers
Provide timely and accurate analytics and analysis to customers as agreed
Assist mgmt. team performing various operational reporting activities
Assist in the quality / inventory NCR process as needed
Assist in managing order flow to the warehouse staff and prioritize shipments accordingly in WMS
Manages open order and receipt reports for assigned customer(s) to ensure compliance with agreed scope of work.
Assigns operational tasks via the warehouse management system, especially those service requests from customers such as cycle counts
Uses warehouse management system for setup and printing of items such as shipping documents and labels
Enter data into system reflecting movement into, out of, and within warehouse
Reconcile all receipts and issues over, short and damage reports when necessary
Notifies supervisor of any customer requests for out of scope tasks
Participates in corrective actions to mitigate the likelihood of revenue or profit loss
Performs other duties as assigned.