Coordinator Customer Service

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.

Responsibilities

ABOUT THE ROLE

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.

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 Additional Functions

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. Qualifications

QUALIFICATIONS

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.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the incumbent is regularly required to sit, talk and hear. The incumbent regularly uses hands and fingers in the course of daily job duties, including the use of a personal computer. The vision requirement includes close vision. May incur mental stress due to time deadlines. May need to lift up to 15 pounds at times.

This job description describes the minimum job requirements. This description is illustrative and does not imply that the functions outlined below are the exclusive standards of this position. Incumbents will be expected to follow additional instructions and perform other related duties as required.