HASA - DCSC Customer Service

HMM America Inc. • Farmers Branch, TX

4d • $18 - $21 • Onsite

About The Position

The Customer Service Representative will be responsible for handling general emails and phone calls from customers regarding import shipments. This role involves assisting with problem resolution at terminals, rail ramps, and exam sites, and connecting customers with appropriate internal teams when specialized expertise is needed. The position requires utilizing multiple systems to respond to customer inquiries, analyzing data to communicate customs issues effectively, and collaborating with internal teams to ensure efficient cargo delivery.

Requirements

• General understanding of the transportation shipping industry.
• Work effectively under limited supervision and prioritize workload.
• Exceptional computer skills and knowledge of MS Office programs such as Outlook, Word and Excel.
• Able to multitask and handle information accurately and professionally.
• Excellent phone/email etiquette.
• Excellent verbal and written communication skills.

Nice To Haves

• College graduate preferred but not required.
• Prior industry experience is also preferred but not required.

Responsibilities

• Answer incoming/queued calls to answer/resolve any customer issues.
• Troubleshoot any holds/issues at terminal and rail facilities.
• Reply to all incoming emails, either resolving the customer request or placing them in contact with the correct PIC.
• Process Proof of Delivery requests.
• Coordinate with LGL Truck & Rail for containers returning from Exam site.
• Coordinate with Customer, Local Equipment and Terminal for Genset release.
• Bill and collect Genset Fees prior to release.
• Rebill for Exam fees and hold cargo until payment is received.
• Monitor and answer incoming LiveChats.
• Notify Customers of Pending General Order and Ordered to GO cargo.
• Move cargo to General Order facility.
• Complete all Re-Export cases within Customs and HMM regulations.
• Handle general demurrage questions/LFD inquiries.
• Address closed area & available date inquiries/extensions.
• Handle payment inquiries related to Demurrage.
• Process import invoice requests.
• Process Paycargo.
• Manage VIP Guarantee.
• Assist/educate customers on how to use/navigate HMM’s website.
• Assist Docs/Traffic teams with miscellaneous work as needed.
• Performs other duties as assigned.

Benefits

• Competitive compensation packages
• Health benefits
• Performance bonuses
• 401K
• Employee discount programs
• Generous vacation
• Floating holidays
• Highly subsidized individual and family insurance coverage (medical, dental and vision)
• Term life and disability insurance
• 401(k) employer matching contributions
• Paid holidays
• Up to 10 vacation days and six sick days in the first year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree