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Hanseatic Global Terminals · 18 hours ago

Coordinator Customer Service

Full-time

Hybrid

Entry Level

2+ years exp

Hapag-Lloyd is one of the world’s leading liner shipping companies, and they are seeking a Coordinator of Customer Service to facilitate the movement of cargo and ensure customer satisfaction. The role involves responding to customer inquiries, managing documentation for shipments, and collaborating with various departments to streamline operations.

LogisticsSupply Chain ManagementTransportation

Responsibilities

Creates bookings and accurately assigns rates

Identifies the route that will move containers from the beginning to the ending location

Works with the Equipment Department to determine equipment availability

Ensures that any and all documentation required for a shipment is received in a timely manner

Updates bookings when necessary and notifies all affected parties of changes

Provide full customer service on all inbound questions including arrival information, charges due, delivery location of cargo and information on Bill of Lading and Manifest to consignee

Adhere to PREX, Process Excellence, as available in HIP

Prepare Customs Manifests and Freight Manifests where applicable

Collaborate with GSC Global Service Centers on import and export document preparation and release as required

Verifies that customer is in good credit standing and sends bills of lading through the accounting department to confirm accuracy

Issues Vessel Certificates to the customers

Responsible for the management of Vessel Voyage, Customs Manifest and any miscellaneous reports as required

Ensures that Export Customs references are submitted in a timely manner for cargo sailing of out the country. Work with GSC Global Service Center as applicable ref any Customs AEI

Capture any import or export disputes communicated directly by customer or GSC

Review and attend to any queries presented by GSC Global Service Center regarding import cargo issues

Communicate with internal and external customers via e-mail and phone when additional information is necessary for a shipment

Facilitate the release of cargo including clearance for in-bound moves, customs clearance in Terminal systems, notification of Customs for cargo ordered to General Order, and filing Customs entry for empty containers

Arrange Mini Land Bridge transportation and bookings on carriage in conjunction with GSC team as necessary

Prepare cargo release, issue delivery orders and support customers with proper information and processes in conjunction with the GSC team, as necessary

Contact customers if goods are placed on hold by Customs or Agriculture

Keep proper archives and maintain files of data as required by ISO9002 where applicable

Investigate and resolve problems

Communicate with Customs regarding correction letters and/or other relevant information pertaining to a shipment

Prepare invoices for any additional charges that may have been incurred on a shipment

Qualification

Maritime Industry ExperienceShipping KnowledgeMS Office ProficiencyAnalytical SkillsCommunication SkillsOrganizational SkillsProblem-Solving Skills

Required

Associate degree and 2 years' experience in the Maritime Industry or the equivalent combination of education and experience preferred

Convey information clearly over the phone and express patience, empathy and understanding with the voice alone

Ability to understand and communicate with people whose native language is different from your own

Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively

Knowledge and understanding of most shipping terms, routings, schedules and the general practices of various countries, carriers, ports, and terminals for job assignments

Excellent written and verbal communication, including active listening and report writing

Excellent organizational skills and attention to detail

Strong analytical, problem-solving, and math skills

Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet work demands