Import Service Coordinator

Livingston International•Boston, MA

1d•$25 - $39•Remote

About The Position

The Import Service Coordinator is the primary point of contact for assigned clients’ inquiries and issues, working to resolve concerns and identify root causes so resolutions are permanent. The role also provides secondary support to other Service Coordinators in the local pool. The coordinator maintains client relationships and satisfaction, communicates client issues and improvement opportunities to relevant teams, and collaborates across departments to resolve matters. The position covers questions and issues involving import permits, refunds and amendments, duty and tax calculations, import documentation, classification, billing, release information, and related customs brokerage services. It also involves processing credits and rebills, handling certain refunds or amendments, conducting trade compliance verifications, documenting interactions, and attending client meetings as required.

Requirements

At least 2 years of related experience.
High school diploma/GED or equivalent and an associate degree or post-secondary education are listed as required.
Superior client service aptitude.
Strong written and verbal communication skills and comfort interacting with internal and external clients.
Good problem-solving, judgment, analytical, and decision-making skills.
Strong initiative and ability to prioritize workload.
Ability to work collaboratively across functions as a team player.
A solid foundation in operating systems knowledge.
Sound knowledge and expertise in Livingston solutions and technology.
Customs brokerage experience.
Proficiency in Windows-based applications.
Knowledge of customs requirements, procedures, and regulations.
Proficient knowledge of the Harmonized Tariff Schedule and related regulations.
Maintain a professional and business-like appearance.
Familiarity with industry-related websites for researching information to provide to clients.

Responsibilities

Respond to and resolve general and complex client inquiries and issues, identifying and addressing root causes.
Maintain and monitor client relationships, assess strengths, weaknesses, up-sell opportunities, and threats, and share findings with leadership and the client service team.
Ensure clients are satisfied with responses and resolutions to inquiries and complaints.
Research and resolve complex inquiries concerning import permits, refunds or amendments, and duty and tax calculations.
Research and resolve general questions about import documentation, classification, billing and invoices, release information, and other matters.
Address client issues and improvement opportunities, including incorrect HS classification, slow releases, billing code or invoicing concerns, missing paperwork, and process improvement needs.
Process credits and rebills, determine write-off or collection issues within prescribed guidelines, and process B2 refunds or amendments.
Proactively provide clients with relevant Livingston information based on needs identified during client contacts.
Report client issues and concerns to the appropriate team members or departments and collaborate on resolutions.
Recognize unresolved client dissatisfaction and escalate matters as appropriate.
Handle trade compliance verification audits.
Attend face-to-face client meetings as required and, when required, conduct client exit interviews.
Maintain current client and contact information and monitor client satisfaction using collected survey information.
Document all client interactions in required systems.
Perform other duties as assigned by management.